Senior Technical Support Engineer

This is a fully remote position, open to applicants in Arizona, +10 more states.

📋 Description

• Deliver technical assistance and troubleshooting through phone, ticketing systems, and chat platforms.

• Cultivate extensive subject matter expertise in primary technologies as well as various specialized technology domains.

• Take full responsibility for assigned incidents from the moment they are reported until they are resolved.

• Guide customers in understanding software functionalities, best practices, and the latest product updates.

• Recognize, document, and report software issues, design challenges, and reliability concerns.

• Serve as a resource for junior support engineers by offering guidance and mentorship.

• Engage in team meetings and aid in the creation of knowledge base documentation.

• Contribute to special projects and perform additional duties as assigned.

⛳️ Requirements

• Robust technical, analytical, and problem-solving abilities in a fast-paced, multi-platform setting.

• Exceptional written and verbal communication skills.

• Capability to swiftly adjust to evolving priorities and customer demands.

• Demonstrated ability to mentor and support junior support engineers.

• Strong focus on detail and a commitment to delivering an outstanding customer experience.

• Associate's degree or equivalent professional experience.

• A minimum of 2-4 years in a technical support position, ideally with B2B enterprise-level clients.

• Familiarity with property management software or relevant industry experience is advantageous.

• Preferably acquainted with knowledge base systems and documentation best practices.

🏝️ Benefits

• Flexible and transparent culture with the option for remote and hybrid work arrangements.

• Generous vacation policy.

• Regular company recharge days to promote work-life balance.

• Comprehensive medical, dental, and vision insurance, inclusive of fertility benefits.

• HSA/FSA options available.

• Employer-funded disability benefits.

• Access to 401(k) or similar retirement plans with employer matching.

• Wellness initiatives that support physical and mental health.

• Onsite gym available at headquarters.

• Gym membership options.

• Resources for mental health support.

• Wellness challenges and employee assistance programs.

• Entrata Cares initiatives that provide opportunities for volunteering and charitable activities.

• Exclusive Previ cell phone plan with discounts on services or local business partnerships.

• Bi-annual swag drops for employees.