Senior Technical Support Engineer (Integrations & Data)

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.

Since 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.*

Responsibilities

Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues. Develop deep subject matter expertise in core technologies and multiple specialized technology areas. Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates. Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions. Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams. Act as a resource for junior support engineers, providing guidance and mentorship. Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives. Assist with special projects and other duties as assigned.

Essential Functions Analyze and troubleshoot complex technical issues related to software functionality and system performance. Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions. Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths. Adhere to established support protocols, while identifying opportunities for process improvements. Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. Maintain professional interaction with internal and external stakeholders Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment. Excellent written and verbal communication skills with the ability to document and articulate issues effectively. Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative. Proven ability to mentor and assist junior support engineers Strong attention to detail and commitment to providing an exceptional customer experience.

Education and Experience Requirements Associate's degree or equivalent work experience. Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers. Experience with property management software or related industry experience is a plus. Familiarity with knowledge base systems and documentation best practices is preferred.

Preferred Qualifications

Experience with relational databases (e.g., MSSQL, Oracle, MySQL, MariaDB). Experience working with REST and/or SOAP APIs.