--- title: 'Senior Technical Support Representative at Entrata' canonical: 'https://feeny.ai/job/senior-technical-support-representative-entrata-united-states-7w86w9tnt1h1' type: 'job' last_seen: '2026-09-07' --- # Senior Technical Support Representative at Entrata - **Company:** Entrata - **Location:** United States - **Compensation:** $17–$27/hr - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-03-31 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/entrata/11444128-f2b9-4af6-88a4-109859f182b8 ## Job description Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. 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. 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, gym memberships, mental health resources, wellness challenges, and employee assistance programs. Entrata Cares programs offers 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. 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? ## About Entrata ## Company Overview - **One-liner**: Entrata provides a comprehensive, AI-powered operating system for the rental property market, connecting property management, resident engagement, and operational workflows. - **Entity Type**: Private (IPO Registration) – raised $372M in total funding; most recent deal was a Buyout/LBO with Colleen AI in June 2024 [pitchbook.com](https://pitchbook.com/profiles/company/55128-34). - **Headquarters**: Lehi, Utah, USA (6 offices total) [builtin.com](https://builtin.com/company/entrata). - **Founded**: 2003 [pitchbook.com](https://pitchbook.com/profiles/company/55128-34). - **Founders**: Not publicly available. ## Core Business - **Primary industry/industries**: Property management software, real estate technology (PropTech). - **Target customers**: B2B – property owners, operators, property managers, and residents of multifamily, military, student, affordable, and mixed-use housing. - **Mission or purpose statement**: “Create better living experiences for millions of people” by building an operating system that enables property managers to be heroes to their residents [entrata.com/careers](https://www.entrata.com/careers). ## Products & Services - **Entrata Platform (Agentic Operating System)**: A cloud-based, multi-tenant platform combining CRM, ERP, Property Management System (PMS), and Resident Engagement tools. Includes 100+ native AI agents for leasing, maintenance, accounting, compliance, and renewals. Supports payment processing, lease signing, and third-party integrations via open API [entrata.com/team](https://www.entrata.com/team). - **Entrata AI Agents**: Purpose-built AI workflows that execute tasks, route work, and orchestrate operations autonomously, operating within fair housing and policy guardrails [entrata.com/team](https://www.entrata.com/team). - **Tailored Solutions for Property Types**: Specific modules for multifamily, military housing, affordable housing, student housing, and commercial/mixed-use properties [entrata.com/team](https://www.entrata.com/team). ## Market Standing - **Valuation/Market Cap**: Not disclosed. Recent Buyout/LBO (June 2024) with Colleen AI suggests private valuation, but no public figure available. - **Key Metric**: Total funding raised: $372M [pitchbook.com](https://pitchbook.com/profiles/company/55128-34). Annual revenue is not publicly disclosed. - **Notable Investors/Partners**: Colleen AI (partner in recent Buyout/LBO); other investors not listed in provided sources. - **Growth Signals**: - Headcount: 2,513 employees (PitchBook) / 1,939 employees (BuiltIn) – conflicting reports, but indicates a large-scale operation. - Serves 20,000+ apartment communities nationwide [builtin.com](https://builtin.com/company/entrata). - IPO Registration status suggests preparation for public listing [pitchbook.com](https://pitchbook.com/profiles/company/55128-34). ## Competitive Advantages - **Comprehensive single-platform OS**: Integrates CRM, ERP, PMS, and resident engagement in one login, reducing the need for multiple vendors. - **AI-driven automation**: 100+ native agents that execute tasks autonomously while enforcing fair housing and compliance rules – a key differentiator in a regulated industry. - **Open API & integrations**: Allows property managers to choose best-of-breed third-party tools, reducing lock-in. - **Enterprise-grade security & governance**: Cloud-based, multi-tenant architecture with audit trails and policy controls. ## Strategic Focus - **AI-first roadmap**: Scaling agentic workflows for leasing, operations, and accounting, with a goal of “fully agentic” operation across all business processes. - **Compliance & governance**: Embedding fair housing, money transmission, and ACH compliance into AI actions to reduce risk for property managers. - **Expansion across property types**: Continuing to tailor solutions for multifamily, military, affordable, student, and commercial housing. - **IPO preparation**: Filing for IPO registration indicates a focus on public market readiness and growth. ## Why Work Here - **Impact on shelter**: Work directly affects one of the most critical industries – housing – and helps improve the process of finding a home. - **Culture of experimentation**: “Think big, fail fast, take risks” – the company encourages learning and innovation. - **Diversity & respect**: Emphasis on different perspectives and an atmosphere of respect and acceptance [entrata.com/careers](https://www.entrata.com/careers). - **Perks & benefits** (from BuiltIn): - Performance bonuses, generous parental leave, family medical leave. - Health insurance, dental, Flexible Spending Account (FSA). - Job training, conferences, free snacks/drinks, and customized development tracks. - 6 office locations (HQ in Lehi, Utah); remote/hybrid policy not explicitly stated in provided sources. - **Growth opportunities**: Large, growing company (2,500+ employees) with IPO ambitions, offering career advancement in engineering, product, sales, and support. ## Sources 1. [entrata.com/careers](https://www.entrata.com/careers) 2. [builtin.com/company/entrata](https://builtin.com/company/entrata) 3. [pitchbook.com/profiles/company/55128-34](https://pitchbook.com/profiles/company/55128-34) 4. [entrata.com/team](https://www.entrata.com/team) ## Other roles at Entrata - [Product Manager - Sustainability](https://feeny.ai/job/product-manager-sustainability-entrata-united-states-xtcgfyfwtbbh) — United States - [Staff Corporate Security Engineer](https://feeny.ai/job/staff-corporate-security-engineer-entrata-lehi-tmbzsawv00vc) — Lehi, UT - [Account Manager](https://feeny.ai/job/account-manager-entrata-lehi-yznnbehw57rg) — Lehi, UT - [Director of Engineering, Payments](https://feeny.ai/job/director-of-engineering-payments-entrata-lehi-v8smv8ddth7k) — Lehi, UT - [Enterprise Inside Sales Executive](https://feeny.ai/job/enterprise-inside-sales-executive-entrata-lehi-6dszhae5n7w2) — Lehi, UT - [Regional Vice President of Sales, Central Region (IC-Enterprise)](https://feeny.ai/job/regional-vice-president-of-sales-central-region-ic-enterprise-entrata-missouri-91ne7k73732f) — Missouri - [Technical Support Representative](https://feeny.ai/job/technical-support-representative-entrata-united-states-9zamy69hgpd4) — United States - [Regional Vice President of Sales, East Region (IC-Enterprise)](https://feeny.ai/job/regional-vice-president-of-sales-east-region-ic-enterprise-entrata-maryland-kj162qg8pp5f) — Maryland - [Senior Machine Learning Engineer](https://feeny.ai/job/senior-machine-learning-engineer-entrata-lehi-f2s71mhcarka) — Lehi, UT - [Customer Service Representative](https://feeny.ai/job/customer-service-representative-entrata-logan-cmn8rzas2fnz) — Logan, UT