Entrata
property management technology
TechnicalSupportEngineer
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“Technical Support Engineer at Entrata. Skills: frontline technical assistance, troubleshooting, diagnosing, resolving software-related issues, customer interaction, AI integration, AI auditing. Provide technical support and troubleshooting via telephone, ticketing systems, and chat. Develop subject matter expertise in core technologies and at least one other specialized technology area”
What You'll Achieve.
ensuring timely and effective solutions; ensuring clear communication throughout the process; ensuring timely issue resolution; achieve consistent, high-quality results across various business domains
Industry & Context.
technical, analytical, and problem-solving skills in a complex, multi-platform environment; troubleshooting; diagnosing; resolving software-related issues; Analyze and troubleshoot technical issues related to software functionality and system performance
Ability to work in a fast-paced and high-stress environment
What They're Looking For.
Must Have
technical, analytical, and problem-solving skills in a complex, multi-platform environment, Excellent written and verbal communication skills with the ability to document issues effectively, Ability to adapt quickly to changing priorities and customer needs, attention to detail and commitment to providing an exceptional customer experience, 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers
Nice to Have
property management software or related industry experience is a plus, Familiarity with knowledge base systems and documentation best practices is preferred
What You'll Do.
Provide technical support and troubleshooting via telephone
Develop subject matter expertise in core technologies and at least one other specialized technology area
Maintain ownership of assigned incidents from initial report through resolution
ensuring clear communication throughout the process
Educate customers on software functionalities
Document and report software issues
and reliability challenges to appropriate internal teams
Analyze and troubleshoot technical issues related to software functionality and system performance
Maintain accurate and detailed records of customer interactions and troubleshooting steps
Adhere to established support protocols
ensuring timely issue resolution
Utilize company-approved GenAI tools to accelerate high-value deliverables
Exercise critical judgment as the 'Human-in-the-Loop
' by auditing AI outputs for factual accuracy
and the removal of hallucinations
Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models
Demonstrates the ability to craft clear
context-rich prompts to achieve consistent
high-quality results across various business domains
How You'll Work.
Team & Collaboration
Collaborates with internal teams to escalate and resolve complex technical challenges; Participate in team meetings and contribute to continuous improvement initiatives; Maintain professional interaction with internal and external stakeholders
Communication Scope
Excellent written and verbal communication skills; Clear communication throughout the process; Communicate effectively with customers, ensuring clarity and professionalism in all interactions
Process & Methodology
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
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. The Technical Support Engineer provides frontline technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving software-related issues while maintaining a high level of professionalism and customer service. The Technical Support Engineer collaborates with internal teams to escalate and resolve complex technical challenges, ensuring timely and effective solutions. ## Responsibilities Provide technical support and troubleshooting via telephone, ticketing systems, and chat. Develop subject matter expertise in core technologies and at least one other specialized technology area. Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process. Educate customers on software functionalities, best practices, and product updates. Document and report software issues, design concerns, and reliability challenges to appropriate internal teams. Participate in team meetings and contribute to
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