Senior Technical Support Representative

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. The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members.

Schedule hours: Monday-Friday from either 7:00 am-4:00 pm MDT, 8:00 am-5:00 pm MDT, 9:00-6:00 pm MDT (Utah - Mountain Time)

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

• 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

• Associate's degree or equivalent work experience.

• 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 and 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.