# Senior Technical Support Engineer

**Company**: Entrata
**Location**: Amsterdam
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: EUR 60,500-85,000 per-year-salary
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.lever.co/entrata/2161097f-a5ed-4da3-a008-c0ed0dd60f71?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f5c5da02-37e

## Description

The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service.

## Responsibilities:

- Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.

- Develop 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 base documentation, and support continuous improvement initiatives.

- Assist with special projects and other duties as assigned.

## Essential Functions:

- Analyze and troubleshoot complex technical issues related to software functionality and system performance.

- Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all 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 efficiently.

- Maintain professional interaction with internal and external stakeholders.

- Ability to work in a fast-paced and high-stress environment.

## Minimum Qualifications/Skills:

- 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 articulate 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:

- Relevant vocational/higher education.

- Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.

- Experience with property management software or related industry experience is a plus.

- Familiarity with knowledge base systems and documentation best practices is preferred.

## AI & Operational Fluency:

- AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.

- Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," 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.

- Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

## Skills

### Required
- technical support
- troubleshooting
- analytical skills
- communication skills
- problem-solving skills

### Nice to have
- property management software
- knowledge base systems
- documentation best practices

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/entrata/2161097f-a5ed-4da3-a008-c0ed0dd60f71?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)