Entrata
AI-driven property management technology
SeniorTechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Engineer at Entrata. Skills: technical support, problem-solving, customer experience. Provide advanced technical support to customers via phone, online, and email. Offer root cause correction, not just symptom relief”
What You'll Achieve.
eliminate the recurrence of the issue; fully resolve problems; address the needs of our clients; provide appropriate resolutions; improve our efficiency and effectiveness; delivering an exceptional customer experience
Industry & Context.
Exceptional technical, analytical, and problem-solving skills; track record of resolving diverse, high-pressure issues across complex, multi-platform/system/vendor environments; root cause correction; evaluating facets of a problem; resolving core issues
What They're Looking For.
Must Have
3+ years of experience in technical support, specifically providing B2B support to enterprise-level customers, Previous experience in a SaaS environment, with a demonstrated ability to quickly and thoroughly learn complex software platforms, Exceptional technical, analytical, and problem-solving skills, with a track record of resolving diverse, high-pressure issues across complex, multi-platform/system/vendor environments, written and verbal communication skills, capable of articulating details clearly, confidently, and assertively while maintaining a friendly and professional tone with all stakeholders, Demonstrated passion for delivering an exceptional customer experience
Nice to Have
Bachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience, Industry experience in property management or property management-related software is a huge advantage, Native or fluent in spoken and written English, A second European language, (German, Spanish, French, Dutch) would be ideal, Experience in designing and delivering training sessions to enhance team and customer success
What You'll Do.
Provide advanced technical support to customers via phone
Offer root cause correction
not just symptom relief
Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue
Exemplify tenacity in resolving core issues that fully resolve problems
and assist peers in doing the same
Verify issues before involving development teams
Respond to all tasks in the designated service level agreements and provide appropriate resolutions
Attend product sprint reviews and trainings and review relevant updates on new and existing products
Be influential in improving procedures and processes that improve our efficiency and effectiveness
How You'll Work.
Team & Collaboration
assist peers in doing the same; Work closely with the Product and Development teams to address the needs of our clients; drive escalated customer problems to resolution through multiple internal and external channels
Communication Scope
written and verbal communication skills; articulating details clearly, confidently, and assertively while maintaining a friendly and professional tone with all stakeholders
Full Job Description
## Description Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. ## What you will do Provide advanced technical support to customers via phone, online, and email Offer root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same Verify issues before involving development teams Work closely with the Product and Development teams to address the needs of our clients Respond to all tasks in the designated service level agreements and provide appropriate resolutions Attend product sprint reviews and trainings and review relevant updates on new and existing products Be influential in improving procedures and processes that improve our efficiency and effectiveness ## Who you are Proven ability to take initiative, stay motivated, and hold oneself accountable, contributing significantly to the success of a small, collaborative team. 3+ years of experience in technical support, specifically providing B2B support to en
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