We are a financial services and technology company empowering global investors to access the U.S.
real estate market with unparalleled ease and scale.
Our technology platform manages thousands of homes and billions of dollars of investment capital. The
data and software required to handle such an operation are diverse. We build data infrastructure and
tools to buy, renovate, and manage homes at scale. We build consumer brands and apps to lease and sell
homes direct-to-consumer. We design, prototype, and roll out IoT devices and smart home tech to help
physically manage and solve important business operations.
Lead Application Support Analyst provides technical and operational application support for all office
locations. As Lead, this position is responsible for finding a resolution to all problems that have been
escalated from lower support tiers while maintaining satisfactory support levels to the business.
? Provides subject matter expert support for the various property management software
systems. This includes identifying and troubleshooting issues as well as intake of enhancement
requests.
? Provide escalation resources for tickets that are not able to be resolved by tier 1 or 2.
? Identify and remediate situations that resulted in ticket escalation where appropriate.
? Coordinate with software vendors on submission and resolution of bugs and enhancement
requests.
? Under the direction of the Support Supervisor, handle the administration of the property
management software including user security and system customization.
? Prepare documentation to support system administrative functions, procedures, and processes
including an internal knowledge base for the Application Support team.
? Mentor junior and senior team members and foster an environment that encourages and
rewards learning and growth.
? Lead special projects as assigned. Projects typically include management reporting and process
improvement.
? Communicating with vendors to determine the feasibility of upgrading our primary
accounting/property management system (Yardi)
? Participating in and guiding the upgrade of that system (working with the vendor and internal
teams /MSR)
? Troubleshooting the integration of this system with other property management related
applications in use (involves working with other teams within tech or
? Troubleshooting issues with scheduled tasks and processes related to the maintenance and
operation of Yardi
? Participating in the multi-department process of bulk property acquisitions, transfers, and
dispositions
? knowledgeable to write codes during the bulk transfer process.
? Reviewing and approving tickets for changes to data in Yardi that need to be made by the level 1
support team
