Senior AI-Driven Technical Support Engineer

Academic Key; Amsterdam; Híbrido; EUR 65.000 - 95.000; Jornada completa

Descripción de la vacante

Entrata seeks a Senior Technical Support Engineer to provide advanced technical support for its AI-driven property management platform from Amsterdam. You will own complex incidents, mentor junior engineers, and contribute to knowledge base improvements in a fast-paced, global team.

The role emphasizes deep technical expertise, clear customer communication, and proactive issue resolution to ensure high customer satisfaction.

Formación

• 2–4 years of experience in a technical support role, preferably B2B enterprise-level.
• Experience with property management software or related industry experience is a plus.
• Familiarity with knowledge base systems and documentation best practices is preferred.

Responsabilidades

• 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.

Conocimientos

Technical problem-solving

Customer communication

Mentorship

Attention to detail

Under pressure adaptability

Educación

Relevant vocational/higher education

Herramientas

Knowledge base familiarity

Descripción del empleo

Entrata seeks a Senior Technical Support Engineer to provide advanced technical support for its AI-driven property management platform from Amsterdam. You will own complex incidents, mentor junior engineers, and contribute to knowledge base improvements in a fast-paced, global team.

The role emphasizes deep technical expertise, clear customer communication, and proactive issue resolution to ensure high customer satisfaction.