Senior Technical Support Engineer

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.

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/Skills:

• 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:

• Relevant vocational/higher education
• 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 & 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.