Entrata · 16 hours ago
Key Account Support Engineer
United States
Full-time
Remote
Mid Level
$17.45/hr - $27.31/hr
3+ years expEntrata is a global leader in property management solutions, dedicated to refining living experiences through innovative software. The Key Account Support Engineer role involves providing advanced technical assistance to customers, ensuring efficient problem resolution, and collaborating with various teams to enhance customer satisfaction and product effectiveness.
LeasingMobile PaymentsOnline PortalsPaaSProperty ManagementPropTechReal EstateSaaSSoftware
Responsibilities
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
Qualification
Required
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
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
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.
Company
Entrata
Entrata is a property management software company that provides a comprehensive platform for the multifamily housing industry.
1001-5000 employees
H1B Sponsorship
Entrata has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (7)
2023 (3)
2022 (6)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$707MKey Investors
Blackstone Group
2025-05-15Private Equity· $200M
2021-07-07Private Equity· $507M
Leadership Team
Adam Edmunds
CEO
Jason Taylor
Chief Technology Officer
Recent News
Tech Funding News
2025-10-21
FinTech Global
2025-10-15
FF News | Fintech Finance
2025-10-15
Company data provided by crunchbase