Lead and manage a technical support team for SaaS products, overseeing operations, scheduling, escalations, hiring, coaching, onboarding, and performance. Drive process improvements using metrics, resolve high-impact customer issues, collaborate cross-functionally, and execute special projects to improve customer satisfaction and resolution efficiency.
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 Manager of Technical Support is responsible for leading a team of front-line technical professionals providing advanced technical assistance for a suite of software products. This role manages team operations and performance, ensuring consistent, high-quality service to customers while collaborating cross-functionally to enhance support delivery. The manager drives continuous improvement efforts in processes and team capabilities to optimize customer outcomes and technical resolution efficiency.
Responsibilities
- Leads a team delivering technical support for complex software solutions, ensuring efficient operations and customer satisfaction.
- Engages regularly with team members through structured meetings and coaching sessions to align performance with organizational goals.
- Oversees scheduling, task management, and team workload balancing to support business priorities and service level objectives.
- Drives improvements in team processes, operational metrics, and customer satisfaction by leveraging data and feedback.
- Serves as an escalation point for high-impact customer issues and manages timely resolution.
- Collaborates with other departments to streamline processes and improve inter-team communication.
- Recruits, hires, and manages team performance, including development and disciplinary actions.
- Facilitates onboarding and training to drive employee engagement and long-term retention.
- Leads special projects as assigned by department leadership, ensuring timely and high-quality execution.
Essential Functions
- Manage and oversee technical support team operations and staffing.
- Resolve escalated customer issues while maintaining high service quality.
- Analyze team performance using operational data and customer feedback.
- Ensure successful execution of departmental objectives and priorities.
- 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
- Strong leadership and interpersonal skills with a proven ability to manage high-performing teams.
- Demonstrated success in customer support roles within a SaaS or software environment.
- Excellent analytical and problem-solving skills with attention to detail.
- Effective communicator capable of presenting complex technical information clearly.
- Ability to manage multiple tasks in a fast-paced environment with competing priorities.
- 3+ years of experience in customer support roles within a SaaS or software company.
- 2+ years of experience managing technical support or similar teams.
- 6+ years in a technology-related field or technical support position.
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?
Similar Jobs
Software • Analytics • Hospitality
Serve as a strategic technical advisor to enterprise clients: coordinate resources, manage communications and SLAs, track and resolve support issues, analyze usage data, escalate critical concerns, and drive continuous improvement and client satisfaction.
Top Skills:
IdeasExcelMicrosoft OutlookMicrosoft WordTicketing Systems
Big Data • Fintech • Information Technology • Insurance • Software
Lead and optimize new business and underwriting operations, manage and develop a team of case managers, improve processes, monitor case progress and KPIs/SLAs, resolve issues, ensure compliance (including HIPAA), and collaborate with cross-functional and external partners to meet contractual performance requirements.
Top Skills:
AwdSalesforce
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
Manage day-to-day Vesta 911 customer service contracts, ensure contractual obligations, drive resources to resolve complex issues, manage escalations, coordinate cross-functional teams, and support lifecycle upgrades and technical performance reporting.
Top Skills:
Vesta 9-1-1,Servicenow,Google Workspace,Windows
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
