Lead and manage a technical support team for SaaS products, overseeing operations, scheduling, escalations, hiring, coaching, onboarding, and performance. Drive process improvements using metrics, resolve high-impact customer issues, collaborate cross-functionally, and execute special projects to improve customer satisfaction and resolution efficiency.
Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.
The Manager of Technical Support is responsible for leading a team of front-line technical professionals providing advanced technical assistance for a suite of software products. This role manages team operations and performance, ensuring consistent, high-quality service to customers while collaborating cross-functionally to enhance support delivery. The manager drives continuous improvement efforts in processes and team capabilities to optimize customer outcomes and technical resolution efficiency.
Responsibilities:
- Leads a team delivering technical support for complex software solutions, ensuring efficient operations and customer satisfaction
- Engages regularly with team members through structured meetings and coaching sessions to align performance with organizational goals
- Oversees scheduling, task management, and team workload balancing to support business priorities and service level objectives
- Drives improvements in team processes, operational metrics, and customer satisfaction by leveraging data and feedback
- Serves as an escalation point for high-impact customer issues and manages timely resolution
- Collaborates with other departments to streamline processes and improve inter-team communication
- Recruits, hires, and manages team performance, including development and disciplinary actions
- Facilitates onboarding and training to drive employee engagement and long-term retention
- Leads special projects as assigned by department leadership, ensuring timely and high-quality execution
Essential Functions:
- Manage and oversee technical support team operations and staffing
- Resolve escalated customer issues while maintaining high service quality
- Analyze team performance using operational data and customer feedback
- Ensure successful execution of departmental objectives and priorities
- 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:
- Strong leadership and interpersonal skills with a proven ability to manage high-performing teams
- Demonstrated success in customer support roles within a SaaS or software environment
- Excellent analytical and problem-solving skills with attention to detail
- Effective communicator capable of presenting complex technical information clearly
- Ability to manage multiple tasks in a fast-paced environment with competing priorities
- 3+ years of experience in customer support roles within a SaaS or software company
- 2+ years of experience managing technical support or similar teams
- 6+ years in a technology-related field or technical support position
Benefits:
Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.
Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.
HSA/FSA options and employer-paid disability benefits provided for eligible employees.
Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.
Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community.
Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.
Bi-annual swag drops for employees
Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.
Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
It’s a great place to work! Will you join us?
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