Technical Support Engineer

Entrata, a forward-thinking company dedicated to reshaping the global living experience through innovative AI-powered solutions, is seeking a skilled Technical Support Engineer to join our team in Lehi, Utah. This role is pivotal in ensuring our clients receive outstanding service and support, directly contributing to the success and reputation of our platform. The Technical Support Engineer will be at the forefront of addressing user inquiries and technical hurdles, playing a key part in maintaining the seamless operation of our AI-driven services.

About the Role

The Technical Support Engineer will be responsible for providing exceptional customer service and technical assistance. This involves troubleshooting complex issues, diagnosing root causes, and implementing effective solutions. A core aspect of the role is close collaboration with internal engineering and product teams to escalate and resolve intricate technical challenges, ensuring minimal disruption to our users and continuous improvement of our AI-powered platform.

Key Responsibilities

• Provide prompt, professional, and effective technical support to customers via various communication channels.
• Diagnose and resolve complex technical issues reported by users, often involving AI-powered systems and integrations.
• Collaborate closely with internal development, engineering, and product teams to investigate, escalate, and resolve challenging technical problems.
• Document solutions thoroughly and communicate them clearly to customers and internal stakeholders.
• Contribute to the enhancement of support processes and knowledge bases to improve overall customer experience.

Requirements

• Proven experience in technical support, customer service, or a related field, with a strong focus on troubleshooting complex technical issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving abilities and a methodical approach to diagnosing and resolving technical challenges.
• Familiarity with AI-powered systems, cloud platforms, or similar technologies is highly desirable.
• Ability to work collaboratively within a team environment and communicate effectively with cross-functional partners.
• Patience, empathy, and a customer-centric mindset are essential.