Technology Support Specialist

Location

Key Tower - 127 Public Square

Business

We know that a "one-size-fits-all" approach doesn't work when it comes to residential living. That's why our portfolio features a wide range of options for any stage of life. And though our properties may be diverse, one thing is universal: all offer the unparalleled quality, service, and support our residents deserve.

If you're ready to be a part of our team, we encourage you to apply.

Job Description

Position Summary

The Technology Support Specialist for Brookfield Properties provides day-to-day operational and technical support for property management and resident-facing technology platforms. This role is responsible for troubleshooting system issues, resolving support requests, documenting solutions, and coordinating with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences.

The Technology Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents. This position plays a key role in identifying technology issues, escalating defects, improving documentation, and supporting product adoption across the organization.

Essential Job Function

Job Function #1: Ticket Triage & Issue Resolution (40%)

• Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams)
• Diagnose and troubleshoot technology issues across property management platforms
• Classify severity, impact, and priority to ensure timely resolution

Job Function #2: Customer Support & Communication (30%)

• Provide first-line configuration and onboarding support for property teams and residents
• Communicate status updates, workarounds, and timelines to stakeholders
• Deliver high-quality customer service in a fast-paced environment
• Manage multiple requests while maintaining responsiveness

Job Function #3: Documentation & Knowledge Management (15%)

• Maintain and update knowledge base articles, runbooks, and FAQs
• Document recurring issues and solution
• Support creation of internal documentation and troubleshooting guides

Job Function #4: Technology Support and Training (10%)

• Assist with training materials, quick reference guides, and enablement sessions
• Urgent & General Day-to-Day Items that Often Arise

Job Function #5: Vendor Assistance & Tracking for Billing/Invoicing (5%)

• Vendor contract and expense tracking via property management systems
• Vendor support for technicians

Education

Associate Degree in IT or tech certifications required

Work experience

3-4 years of experience required in:

• Technical support in a ticket-driven environment - intake across multiple channels, triage, classification of severity/impact/priority, escalation to engineering or vendor queues, and documented resolution to SLA
• Supporting SaaS or cloud-based business applications - user provisioning, permissions and configuration changes, onboarding new sites or user groups, and reproducing/reporting product defects
• Supporting building and property technology systems - access control and credentialing, CCTV/surveillance, intercom and callbox, smart-home and IoT devices, and the network infrastructure these depend on; troubleshooting connectivity between field devices and their management platforms, and coordinating integration or installation work performed by vendors
• Supporting business and property telephony - VoIP/UCaaS platforms, Teams voice, call routing and hunt groups, moves/adds/changes, emergency line testing, and vendor-assisted troubleshooting

1-2 Years of experience in:

• Vendor management - logging and tracking support cases with technology vendors through closure, maintaining contract and renewal records, validating invoices against contracted terms, and recording expenses in a property management or procurement system - preferred
• Project coordination - tracking tasks, dependencies, and timelines for technology rollouts or upgrades across multiple sites; scheduling with property teams and maintaining status documentation - preferred
• Property management or resident-facing platforms (Yardi, RealPage, Entrata, or similar) - preferred

Note: 5-7 Years of relative work experience could offset the minimum educational requirements

Compensation

Commensurate with Experience

$57,900 - 81,165 annually

Great Incentives!

We care about the well-being and work-life balance of our valued associates! To show how much we care, we offer awesome incentives that include:

• Full benefits package
• Generous paid time off
• 401(k) with company match
• Growth and advancement opportunities
• Lucrative referral bonus program

The Cleveland corporate office follows a hybrid work model that requires employees to be in the corporate office at least four days per week to foster collaboration, innovation, and team celebration.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. Drug free workplace

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We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

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