Senior Technical Support Representative

Job not on LinkedIn

🕒 June 17

🌵 Arizona, Florida, +9 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🦬 Wyoming – Remote

💵 $17 - $27 / hour

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 19%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Entrata

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Entrata is a comprehensive property management technology platform that utilizes artificial intelligence and automation to optimize multifamily, student, affordable, military, and commercial housing operations. Entrata offers a unified operating system that streamlines processes such as leasing, facilities management, marketing, and financial accounting. It enhances the resident experience with solutions like automated leasing, ResidentPortal, and homebody services, while also handling complex functions like utility management and sales tax audits. With advanced AI tools, Entrata automates workflows and interactions, increasing operational efficiency and facilitating smarter decision-making, all aiming to improve net operating income and profitability for property managers.

📋 Description

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling complex and escalated issues • Develop deep subject matter expertise in core technologies and specialized technology areas • Own assigned incidents from initial report through resolution, ensuring communication and timely updates • Educate customers on software functionalities, best practices, and product updates • Identify, document, and report software issues, design concerns, and reliability challenges to internal teams • Mentor junior support engineers • Participate in team meetings and contribute to knowledge base documentation • Support continuous improvement initiatives • Assist with special projects and other assigned duties • Analyze and troubleshoot complex issues related to software functionality and system performance • Maintain accurate records of customer interactions, troubleshooting steps, and resolution paths • Adhere to support protocols and identify process improvement opportunities • Prioritize tasks, meet deadlines, and manage workload efficiently • Maintain professional interactions with internal and external stakeholders • Use approved GenAI tools to accelerate high-value deliverables • Audit AI outputs for factual accuracy, brand alignment, and hallucinations • Protect proprietary and personally identifiable information from unauthorized models • Craft clear, context-rich prompts for consistent, high-quality results

🎯 Requirements

• 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 • 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 • Ability to work Monday–Friday during one of the listed MDT schedules • Eligible employment in one of the states where Entrata hires for this role

🏖️ Benefits

• Flexible and transparent culture with remote and hybrid work options • Generous vacation time • Frequent company recharge days • Comprehensive medical, dental, and vision coverage, including fertility benefits, for eligible employees and their families • HSA/FSA options • Employer-paid disability benefits • 401(k) or similar retirement plans with employer matching for eligible employees • Wellness initiatives promoting physical and mental well-being • Access to an onsite gym at HQ • Gym memberships • Mental health resources • Wellness challenges • Employee assistance programs • Entrata Cares volunteerism and charity opportunities • Exclusive Previ cell phone plan • Discounts on services or local business partnerships • Bi-annual swag drops for employees