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Lead Technical Support Engineer

3 months ago

Remote, Oregon, United States Entrata Full time

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 Lead Technical Support Engineer (LTSE) functions as a technical expert for all things related to the product suite assigned to them. This position is primarily responsible for developing a deep understanding of the technical aspects of the product suite and will act as a point of reference/escalation and work the most complex tickets. An LTSE is a senior support engineer and provides technical assistance to other technical support engineers, helping them to quickly and effectively resolve their customer issues. In addition, the LTSE provides direct advanced technical assistance to our customers. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported issues as well as issues that you anticipate are resolved in an efficient and effective manner.

As a subject matter expert, you will lead internal and cross-functional collaboration efforts and ensure proper engagement and resolution on the toughest issues. You will train and mentor other Technical Support Engineers; their success will reflect your influence. You identify broader issues in your specialty and develop and execute plans to correct them. This may include systemic and chronic issues, process inadequacies, software design and usability problems, and any other item that reduces the success of co-workers and customers. You will model excellence in all facets of your work and help other Technical Support Engineers to be successful by mentoring and coaching.

You will be an advisor to company leadership in creatively moving us to higher levels of achievement and success. You will handle the most critical escalations, provide backup for leadership and actively share insight and feedback on technical and tactical issues.

*We are currently hiring in the following states for this position: Utah, Idaho, Wyoming, and Texas.*

Responsibilities:

  • Provide expert technical assistance and issue resolution advice to internal co-workers and customers via phone, online, chat, and email.
  • Drive complex issues to resolution. This may require cross-functional collaboration with Engineering and Product resources in order to do so.
  • Create training documentation with resolution steps, small video tutorials, and screen grabs and collaborate with product and engineering teams to share Root Cause Analysis on the incidents so that they can take further steps to enhance the Product.
  • Be influential in improving procedures and processes that improve our efficiency and effectiveness.
  • Act as a coach and mentor for the respective product suite and collaborate with operational teams to guide them on to root cause analysis of the incidents and patterns of the incidents. Provide any process improvement training with screen capture, and small videos during the resolution process to enhance the product operational workflow.
  • Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
  • Help other TSEs identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Ensure that issues reported to R&D as bugs are accurate and complete, and work with others to reduce errors and improve effectiveness in the bug reporting process. Work with R&D, Product Management, and other organizations to ensure that our products are easy to use and support.

Minimum Qualifications:

  • 3+ years of strong experience in functional, technical, implementation, and production support with a customer-driven approach.
  • Bachelor's degree in Computer Science, Business Information Systems, Networking or similar field, or equivalent work experience required.
  • Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
  • Technically savvy with a self-starting desire to build a deep understanding of how the product works and delve deep into the features and functions in order to build the best possible technical support experience.
  • Concrete examples of building proactive interventions, processes, and motions that help reduce customer friction at the fastest rate, lowest cost, and highest satisfaction.
  • Excellent professional, written, and verbal communication skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
  • High impact, positive presence with partners. A strong credit to the Entrata brand.
  • Laser focused on returning excellent results, and a deep sense of personal accountability for delivery. "Goalkeeper", line of last defense attitude towards upholding quality.
  • A growth attitude and mindset. Proven ability to scale at the quality and support an accelerated growth agenda operationally.

Preferred Qualifications:

  • Experience partnering closely with product, engineering, training, customer success, and professional services teams to improve outcomes for customers.
  • Solid presentation skills to showcase data trends and issue patterns to stakeholders.
  • Industry experience including understanding of the contact center business, as well as general market and business trends

#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?