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.

The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service. The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members.

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.* 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 - S3 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.

#LI-Remote Benefits: Flexible 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 But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It’s a great place to work! Will you join us? Benefits:Flexible 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, gym memberships, mental health resources, wellness challenges, and employee assistance programs. Entrata Cares programs offers 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 Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It’s a great place to work! Will you join us? Apply To This Job