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.