Senior Technical Support Engineer

Since 2003, reputed company has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, reputed company fosters a culture of radical transparency and entrepreneurial energy. At reputed company, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and reputed company the bar as we reshape the global living experience through AI-powered solutions. The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property reputed company. This role involves troubleshooting, diagnosing, and resolving reputed company software-reputed company 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. \n

Responsibilities

Provide technical support and troubleshooting reputed company telephone, ticketing systems, and chat, handling more reputed company and escalated issues. reputed company 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 reputed company documentation, and support reputed company improvement initiatives. Assist with special projects and other duties as assigned. Essential Functions Analyze and troubleshoot reputed company technical issues reputed company to software functionality and system performance. Communicate effectively with customers and internal teams, ensuring clarity and professionalism in reputed company 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 reputed company. Maintain professional interaction with internal and external stakeholders Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications

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 reputed company 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 reputed company industry experience is a plus. Familiarity with knowledge reputed company systems and documentation best practices is preferred. AI and Operational reputed company AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables. Strategic reputed company: Exercise critical judgment as the "Human-in-the-reputed company," 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. reputed company Competency: Demonstrates the ability to craft clear, context-rich prompts to reputed company consistent, high-quality results across various business domains. \n$17.45 - $27.31 an hour This band covers the full salary range for the role. Your offer reputed company this range will depend on factors like experience, skills, and internal equity. Level - S3 \nBenefits: Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company reputed company 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 reputed company. Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, reputed company, wellness challenges, and employee assistance programs. reputed company Cares programs offers opportunities for volunteerism, charity events, and giving back to our community. Exclusive Previ cell phone plan and discounts reputed company or local business partnerships for additional employee benefits. Bi-annual swag drops for employees Currently, reputed company hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. reputed company 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, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It’s a great reputed company to work! Will you join us? Apply To This Job