About the Role:

We are seeking a Technical Support Engineer to join our rapidly growing team. This role reports directly to the VP of Engineering and works cross-functionally with our Product, Implementation, and Engineering teams.

The ideal candidate will bring a customer-centric mindset, excellent troubleshooting abilities, and a passion for building lasting client relationships. You’ll play a key role in ensuring a world-class customer experience while contributing to the evolution of our support and success strategies.

About the Company:

We are a smart building technology company offering a suite of software products, AI solutions, and advisory services that integrate people, systems, and spaces for real estate. Our platform provides seamless solutions for modernized security access control, smart maintenance, enhanced tenant experiences, and energy management — empowering our clients to operate more efficiently and sustainably.

Schedule:

• Mondays to Fridays, between 9:00 am and 5:00 pm (US Central Time, 20 hours per week)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Commissions
• Health insurance coverage for eligible locations

What You’ll Do:

• Serve as the first point of contact for end-users, fielding inbound questions and providing expert guidance and resolutions.
• Act as a subject matter expert on the client's platform, maintaining comprehensive product knowledge.
• Troubleshoot product features and integrations to resolve configuration issues, define bugs/defects, and route technical matters to the appropriate engineering team.
• Identify recurring issues and trends in customer inquiries, and escalate them to improve overall product performance.
• Build strong, trust-based relationships with customers and act as a reliable point of contact for technical concerns.
• Maintain clear, detailed records and documentation of all customer interactions.
• Develop and update self-help and knowledge base articles to improve customer self-service resources.
• Respond promptly to inbound chat, email, and phone support requests following company communication best practices.
• Prepare and deliver various customer-facing reports as needed.
• Participate in ongoing product testing and contribute to continuous improvement efforts.
• Manage and track all customer challenges, coordinating with product and engineering teams for resolution.
• Provide feedback to the Customer Success and related teams regarding customer sentiment and feature requests.
• Collaborate closely with internal teams to ensure top-quality resolutions and a consistent client experience.

Required Qualifications:

• 3+ years of experience in software product technical support
• Strong customer service and communication skills
• Working knowledge of SQL and/or Postman
• Ability to multitask, prioritize, and manage time effectively
• Exceptional organization skills and attention to detail
• Demonstrated ability to learn and adapt to new software quickly

Desired Qualifications:

• Experience in PropTech or real estate technology
• Previous experience in a startup environment
• Bachelor’s Degree in a relevant field

Side Note:

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder:

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.