{"id":3531975,"url":"https://alion.io/job/entrata-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":58552,"name":"Entrata","domain":"entrata.com","url":"https://alion.io/company/entrata","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":83,"open_postings":22,"ghost_share":0.182,"stale_share":0,"repost_share":0.045,"time_to_fill_p50_days":335,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amsterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60500,"max":85000,"currency":"EUR","period":"year","gross":null,"usd_annual":94981},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Human-in-the-Loop","optional":true}],"status":"live","first_seen_at":"2026-05-14T14:27:58Z","employer_posted_date":"2026-05-14","last_verified_at":"2026-10-31T23:34:38Z","board_verified":true,"closed_at":null,"days_open":170,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":169},"description":"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.\nResponsibilities:\nProvide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.\nDevelop deep subject matter expertise in core technologies and multiple specialized technology areas.\nMaintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates.\nEducate customers on software functionalities, best practices, and product updates, while offering proactive solutions.\nIdentify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams.\nAct as a resource for junior support engineers, providing guidance and mentorship.\nParticipate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.\nAssist with special projects and other duties as assigned.\nEssential Functions:\nAnalyze and troubleshoot complex technical issues related to software functionality and system performance.\nCommunicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions.\nMaintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths.\nAdhere to established support protocols, while identifying opportunities for process improvements.\nAbility to prioritize tasks effectively by meeting deadlines and managing workload efficiently.\nMaintain professional interaction with internal and external stakeholders\nAbility to work in a fast-paced and high-stress environment\nMinimum Qualifications/Skills:\nStrong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.\nExcellent written and verbal communication skills with the ability to document and articulate issues effectively.\nAbility to adapt quickly to changing priorities and customer needs while demonstrating initiative.\nProven ability to mentor and assist junior support engineers\nStrong attention to detail and commitment to providing an exceptional customer experience.\nEducation and Experience Requirements:\nRelevant vocational/higher education\nMinimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.\nExperience with property management software or related industry experience is a plus.\nFamiliarity with knowledge base systems and documentation best practices is preferred.\nAI & Operational Fluency:\nAI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.\nStrategic Oversight: Exercise critical judgment as the \"Human-in-the-Loop,\" by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.\n Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.\n Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.","description_format":"text","description_chars":3516,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Management","PropTech"],"lifecycle":[{"event":"open","at":"2026-10-30T16:22:55Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely 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