Lead Technical Support Engineer

2 weeks ago


New York, New York, United States VTS Full time

We are experiencing significant growth and are seeking a skilled Lead Technical Support Engineer to become a part of our dynamic team. The ideal candidate will possess a strong enthusiasm for Customer Support along with a keen eye for detail. In this role, you will be an integral member of the Engineering Production Support Team, tasked with diagnosing and resolving intricate issues that affect our clients across the comprehensive VTS portfolio.

Your technical expertise, combined with your problem-solving skills, will be crucial in addressing these challenges efficiently. You will gain in-depth knowledge of the platforms that VTS integrates with, including access control, work order management, payment systems, and smart home technologies.

As a senior figure within the team, you will also be responsible for mentoring and guiding fellow team members as required.

Some travel may be necessary to deliver engineering support for critical or complex issues at client locations.

Key Responsibilities of the Lead Technical Support Engineer
  • Collaborate daily with various support teams, integration specialists, development engineers, and quality engineers to proactively identify, triage, troubleshoot, and implement or recommend solutions for assigned issues.
  • Independently resolve complex software and hardware challenges.
  • Create, maintain, and review knowledge base documentation to enhance the efficiency of general and specialized support functions.
  • Provide mentorship and training to other members of the Engineering Production Support Team.
  • Facilitate knowledge transfer and training sessions for other support teams.
  • Acquire expertise in the platforms utilized by VTS for access control, work order management, payment systems, and smart home technologies.
  • Offer On-Call Engineering support as required on a rotating schedule.
  • Propose enhancements to improve system performance, security, and scalability.
Our Core Values at VTS
  • Pursue Excellence - We believe in your limitless potential. Take advantage of our executive coaching and comprehensive training and career development programs available to all employees.
  • Customer-Centric Approach - We value our employees too. VTS provides competitive compensation, extensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Additionally, we host enjoyable activities such as monthly happy hours, wellness events, clubs, and team lunches.
  • Foster Curiosity - Benefit from a culture that encourages continuous learning. VTS offers an education stipend to all employees.
  • Collaborate as One - We operate in an open floor plan to foster cross-functional collaboration.
  • Embrace Ownership - Be a stakeholder in the company you are helping to build with our equity packages.
  • Celebrate Diversity - VTS values and promotes diversity. We recognize the importance of a healthy work-life balance, offering a flexible PTO policy, generous family leave program, and more.

About VTS:

VTS is the only technology company in the commercial real estate sector that unifies owners, operators, brokers, and tenants within a single platform, enabling them to capitalize on opportunities presented in every square foot of their properties. In 2013, VTS transformed the leasing operations of the commercial real estate industry with what is now known as VTS Lease. Today, the VTS Platform stands as the largest first-party data source in the industry, reshaping how strategic decisions are made and executed by CRE professionals globally.

With the VTS Platform, which includes VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in commercial real estate gains access to real-time market information and workflow tools, allowing them to perform their roles with unmatched speed and intelligence. VTS leads the market, managing over 60% of Class A office space in the U.S. and overseeing 12 billion square feet of office, retail, and industrial space worldwide. Our user base comprises over 45,000 CRE professionals and industry-leading clients.

VTS maintains a commitment to transparency in compensation, ensuring equitable and impartial pay structures to attract and retain exceptional talent.

EEO Commitment
VTS is dedicated to fostering diversity and equal opportunity. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills. A more inclusive workforce enhances our overall performance.

All information provided will be kept confidential in accordance with EEO guidelines.



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