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# Senior Technical Support Engineer

- **Company:** Entrata, Inc.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $36,296 - $56,805
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Application Integration Architecture, Data Governance, Issue Tracking Systems, Software Engineering, Software Troubleshooting, Generative AI, Multiplatform, Human in the Loop
- **Published:** November 3, 2026
- **Apply:** https://www.careerbuilder.com/job-details/senior-technical-support-engineer--dc3fa208-9320-4414-9277-d39e306b9f44

## About the Role

Technical Support, Technical Support, Operational Support, Startup, Entrepreneurship, Operating Systems, Property Management, Artificial Intelligence (AI), Mentoring, Customer Support/Service, * 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.

AI and Operational Fluency

 * AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
 * Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
 * Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
 * Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

## Description

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.

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.