Lead Technical Support Engineer

Job Description

• 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.

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.

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service