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Posted 6 months ago
Requirements and responsibilities
About EntrataSince its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize diverse perspectives, endeavoring to craft a better world to live in.The Senior Technical Support Engineer (STSE) provides advanced technical assistance to our customers' technical and non-technical staff who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry's most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem-solving skills to resolve.You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.You will work closely with other Technical Support Engineers (TSEs) and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way. As a subject matter expert, you will mentor other TSEs as well as collaborate and consult with your peers within your area of expertise. You will model excellence in all facets of your work and help other TSEs succeed by mentoring and coaching.You will also work closely with teams outside of Technical Support including Product, R&D, and Training to ensure we holistically address customer needs.We are currently hiring in the following states for this position: Utah, Idaho, Wyoming, Arizona, Florida, North Carolina, and Texas.ResponsibilitiesBecome a subject matter expert on relevant productsProvide advanced technical support to customers via phone, online, chat, and emailVerify issues before involving development teams.Work closely with the Product and Development teams to address the needs of our clientsRespond to all tasks in the designated service level agreements and provide appropriate resolutionsAttend product sprint reviews and trainingsBe available and ready to assist your peers and co-workers as neededReview relevant updates on new and existing productsBe influential in improving procedures and processes that improve our efficiency and effectivenessProactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult casesProvide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the sameProvide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our productsMinimum Qualifications3+ years' work experience in a technical support capacity providing B2B support to Enterprise level customersExcellent technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environmentsMust demonstrate empathy and understanding to increase client satisfaction and task efficiencyAbility to learn software quickly and thoroughlyAbility to adapt quickly to change, think on your feet, communicate positively and work proactivelyA proven passion for providing an exceptional customer experienceMotivated and proactive attitude while holding oneself accountableExcellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work withExperience in creating and providing trainingPreferred QualificationsBachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience.Industry experience in property management or property management related softwareProven ability to utilize, create and update knowledge base resources in the course of your workProven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resourcesExperiences Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API'sSalary range$17.07 - $26.68 an hour. This band covers the full salary range for the role. Your offer within this range will depend on factors like experience, skills, and internal equity. Level - S3BenefitsFlexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.HSA/FSA options and employer-paid disability benefits provided for eligible employees.Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs.Family-centric leave policies supporting new parents during significant life events.Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community.Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.Bi-annual swag drops for employees.We may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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