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.
**This is a hybrid position based out of Lehi, UT**
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
AI and 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.
