The Key Account Support Engineer provides advanced technical support to customers, solving complex issues and mentoring peers while collaborating across teams to improve customer satisfaction.
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, Israel, 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 different perspectives, endeavoring to craft a better world to live in.
The Key Account Support Engineer provides advanced technical assistance to our customers' technical and non-technical staff, including high level admins who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry's most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem solving and communication skills to resolve.
You will provide professional business-to-business customer service to our customers, with awareness of the critical nature of these solutions to our Entrata HelpDesk customers who are using them. Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software. You must be able to recognize the differences in the practices and cultures we support and behave accordingly to strengthen our relationships with our international clients.
You will work closely with other Key Account Support Engineers (KASE’s) and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way. As a general subject matter expert, you will mentor other KASEs as well as collaborate and consult with your peers within your areas of expertise. You will model excellence in all facets of your work and help other KASE’s to be successful by mentoring and coaching.
You will also work closely with teams outside of Technical Support including Product, R&D, and Training to ensure we holistically address customer needs.
*We are currently hiring in the following states for this position: Utah, Idaho, Wyoming, and Texas.*
Responsibilities will include
- Become a general subject matter expert on Entrata’s property management solutions
- Become a subject matter expert on relevant products
- Provide advanced technical support to customers via phone, online, chat, virtual meetings and email
- Ability to work with foreign cultures and assist clients from around the world appropriately in English and their native language
- Verify issues before involving development teams.
- Work closely with the Product and Development teams to address the needs of our clients
- Respond to all tasks in the designated service level agreements and provide appropriate resolutions
- Attend product sprint reviews and trainings
- Be available and ready to assist your peers and co-workers as needed
- Review relevant updates on new and existing products
- Be influential in improving procedures and processes that improve our efficiency and effectiveness
- Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases
- Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
- Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products
- Adapt to the changing support needs of our Entrata HelpDesk customers
Minimum Qualifications
- 3+ years' work experience in a technical support capacity providing B2B support to Enterprise level customers
- Excellent technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
- Must demonstrate empathy and understanding to increase client satisfaction and task efficiency
- Ability to learn software quickly and thoroughly
- Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
- A proven passion for providing an exceptional customer experience
- Motivated and proactive attitude while holding oneself accountable
- Excellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
- Experience in creating and providing training
Preferred Qualifications
- Bachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience.
- Industry experience in property management or property management related software
- Proven ability to utilize, create and update knowledge base resources in the course of your work
- Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources
- Experiences Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's
- International experience
#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
Currently, Entrata 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. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law
But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” 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?
Top Skills
Mariadb
Mssql
MySQL
Oracle
Rest Apis
Soap Apis
Similar Jobs
Consumer Web • Coupons • Healthtech • Social Impact • Pharmaceutical
The Pricing Operations Specialist analyzes data for pricing optimization, collaborates with cross-functional teams, and implements process improvements to ensure effective business operations.
Top Skills:
ExcelLookerSQL
Healthtech • Other • Social Impact • Software • Telehealth
The Staff Mobile Engineer will build mobile apps for mental health care, establishing technical foundations for iOS and Android, and guiding mobile strategy and best practices.
Top Skills:
AndroidiOSJavaKotlinObjective-CReact NativeSwift
Artificial Intelligence • Fintech • Payments • Financial Services • Generative AI
The SEO Director will shape and implement a global SEO strategy, manage a team, enhance site performance, create content, and advocate SEO best practices across the company.
Top Skills:
AnalyticsChatgptGoogleSeoYoutube
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
