Senior Technical Support Engineer

Entrata; Amsterdam; On-site; EUR 45,000 - 65,000; Full time

Job summary

Entrata, located in Amsterdam, is looking for an experienced technical support specialist to provide advanced support to enterprise-level customers. The ideal candidate will have over 3 years of relevant experience, strong problem-solving abilities, and a passion for delivering an exceptional customer experience.

The role involves working collaboratively with product and development teams to address customer needs, ensuring timely resolutions aligned with service level agreements. A Bachelor's degree in Computer Science is preferred.

Qualifications

• 3+ years of experience in technical support.
• Experience in a SaaS environment.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide advanced technical support via phone, online, and email.
• Offer root cause correction for issues.
• Work closely with Product and Development teams.

Skills

Technical support experience

B2B support

Problem-solving skills

Communication skills

Passion for customer experience

Education

Bachelor’s degree in Computer Science or equivalent experience

Job description

Requirements

• Proven ability to take initiative, stay motivated, and hold oneself accountable, contributing significantly to the success of a small, collaborative team
• 3+ years of experience in technical support, specifically providing B2B support to enterprise-level customers
• Previous experience in a SaaS environment, with a demonstrated ability to quickly and thoroughly learn complex software platforms (e.g., Entrata)
• Exceptional technical, analytical, and problem-solving skills, with a track record of resolving diverse, high-pressure issues across complex, multi-platform/system/vendor environments
• Strong written and verbal communication skills, capable of articulating details clearly, confidently, and assertively while maintaining a friendly and professional tone with all stakeholders
• As we are working cross-Entrata in multiple regions, expect to drive escalated customer problems to resolution through multiple internal and external channels
• Demonstrated passion for delivering an exceptional customer experience
• Experience in designing and delivering training sessions to enhance team and customer success
• (Desirable) Bachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience
• (Desirable) Industry experience in property management or property management-related software is a huge advantage
• (Desirable) Native or fluent in spoken and written English. A second European language, (German, Spanish, French, Dutch) would be ideal

What the job involves

• Provide advanced technical support to customers via phone, online, and email
• Offer root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
• Verify issues before involving development teams
• Work closely with the Product and Development teams to address the needs of our clients
• Respond to all tasks in the designated service level agreements and provide appropriate resolutions
• Attend product sprint reviews and trainings and review relevant updates on new and existing products
• Be influential in improving procedures and processes that improve our efficiency and effectiveness