Technology Support Specialist

Brookfield Properties Multifamily LLC; United States; Hybrid; USD 58,000 - 81,000; Full time

Benefits offered by this job

Full benefits package

Generous paid time off

401(k) with company match

Growth and advancement opportunities

Lucrative referral bonus program

Job summary

Brookfield Properties is seeking a Technology Support Specialist to provide day-to-day operational and technical support for property management and resident-facing technology platforms. You will troubleshoot issues, document resolutions, and coordinate with Product, Engineering, and Operations to ensure reliable system performance and a positive user experience.

In this role, you will triage tickets, onboard users, maintain documentation, and assist with training materials.

Qualifications

• Assists with triage and resolution of technical issues across multiple channels.
• Supports onboarding/configuration for property teams and residents.
• Maintains knowledge base, runbooks, and troubleshooting guides.

Responsibilities

• Triage, investigate, and resolve product support tickets across all channels.
• Provide first-line configuration and onboarding support for property teams and residents.
• Document recurring issues and solutions; maintain knowledge base and runbooks.
• Assist with training materials, quick reference guides, and enablement sessions.
• Support vendor coordination and billing/invoicing tracking.

Skills

Ticket triage

Customer support

Communication

Documentation

Troubleshooting

Vendor coordination

Cross-team collaboration

Education

Associate degree in IT

Tools

Teams

UCaaS

Property management systems

Job description

Location: Key Tower - 127 Public Square Business

We know that a "one-size-fits-all" approach doesn't work when it comes to residential living. That's why our portfolio features a wide range of options for any stage of life. And though our properties may be diverse, one thing is universal: all offer the unparalleled quality, service, and support our residents deserve.

Position Summary

The Technology Support Specialist for Brookfield Properties provides day-to-day operational and technical support for property management and resident-facing technology platforms. This role is responsible for troubleshooting system issues, resolving support requests, documenting solutions, and coordinating with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences. The Technology Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents. This position plays a key role in identifying technology issues, escalating defects, improving documentation, and supporting product adoption across the organization.

Essential Job Function

Job Function #1: Ticket Triage & Issue Resolution (40%)

• Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams)
• Diagnose and troubleshoot technology issues across property management platforms
• Classify severity, impact, and priority to ensure timely resolution

Job Function #2: Customer Support & Communication (30%)

• Provide first-line configuration and onboarding support for property teams and residents
• Communicate status updates, workarounds, and timelines to stakeholders
• Deliver high-quality customer service in a fast-paced environment
• Manage multiple requests while maintaining responsiveness

Job Function #3: Documentation & Knowledge Management (15%)

• Maintain and update knowledge base articles, runbooks, and FAQs
• Document recurring issues and solution
• Support creation of internal documentation and troubleshooting guides

Job Function #4: Technology Support and Training (10%)

• Assist with training materials, quick reference guides, and enablement sessions
• Urgent & General Day-to-Day Items that Often Arise

Job Function #5: Vendor Assistance & Tracking for Billing/Invoicing (5%)

• Vendor contract and expense tracking via property management systems
• Vendor support for technicians

Education

• Associate Degree in IT or tech certifications required

Work Experience

• 3-4 years of experience required in: Technical support in a ticket-driven environment — intake across multiple channels, triage, classification of severity/impact/priority, escalation to engineering or vendor queues, and documented resolution to SLA
• Supporting SaaS or cloud-based business applications — user provisioning, permissions and configuration changes, onboarding new sites or user groups, and reproducing/reporting product defects
• Supporting building and property technology systems — access control and credentialing, CCTV/surveillance, intercom and callbox, smart-home and IoT devices, and the network infrastructure these depend on; troubleshooting connectivity between field devices and their management platforms, and coordinating integration or installation work performed by vendors
• Supporting business and property telephony — VoIP/UCaaS platforms, Teams voice, call routing and hunt groups, moves/adds/changes, emergency line testing, and vendor-assisted troubleshooting
• 1-2 Years of experience in: Vendor management — logging and tracking support cases with technology vendors through closure, maintaining contract and renewal records, validating invoices against contracted terms, and recording expenses in a property management or procurement system - preferred
• Project coordination — tracking tasks, dependencies, and timelines for technology rollouts or upgrades across multiple sites; scheduling with property teams and maintaining status documentation - preferred
• Property management or resident-facing platforms (Yardi, RealPage, Entrata, or similar) - preferred

Compensation

Commensurate with Experience $57,900 - 81,165 annually

Great Incentives!

We care about the well-being and work-life balance of our valued associates! To show how much we care, we offer awesome incentives that include:

• Full benefits package
• Generous paid time off
• 401(k) with company match
• Growth and advancement opportunities
• Lucrative referral bonus program

The Cleveland corporate office follows a hybrid work model that requires employees to be in the corporate office at least four days per week to foster collaboration, innovation, and team celebration.

Equal Opportunity Employer

Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information.

We are proud to create a diverse environment and are proud to be an equal opportunity employer.

Brookfield Real Estate Ecosystem

The Brookfield Real Estate ecosystem spans the globe through multiple operating companies, all united by our core values. We cover every facet of real estate—from offices and retail spaces to logistics centers, residential homes, and hotels. Across thousands of properties worldwide, we combine world-class expertise with deep local insights to drive exceptional value. Together, we transform neighborhoods and build lasting communities that stand the test of time. By leveraging the global scale of our operating companies and fostering trusted local partnerships, we collaborate seamlessly to support our communities and achieve shared success.