Senior Technical Support Representative
Posted Updated
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
- 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
- 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
- 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
- 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
- Associate’s degree or equivalent work experience
- Excellent written and verbal communication skills with the ability to document and articulate issues effectively
- Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment
- Strong attention to detail and commitment to providing an exceptional customer experience
- Experience with property management software or related industry experience is a plus
- Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers
- Familiarity with knowledge base systems and documentation best practices is preferred
- Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative
- Proven ability to mentor and assist junior support engineers