Customer Support Specialist

About Engrain

Engrain develops mapping-driven software that is changing the way real estate businesses operate. Its interactive, unit-level maps and data integrations support more than 1,000 companies and 20,000 properties, helping teams make better decisions, improve leasing workflows, and create stronger experiences for renters. The platform supports the full journey from prospecting through renewal by giving properties a more visual and spatial way to market and manage inventory. The company reports a 5% churn rate and consistent double-digit annual growth.

Engrain describes itself as a fast-moving, curious, non-corporate environment backed by Seed and Series A funding, with another fundraise expected soon as the business scales further.

Role Overview

As a Customer Support Specialist, you will work directly with customers to resolve issues and provide support across Engrain’s full product suite. This role is central to customer retention and company growth, and it sits within the Customer Experience team in a dynamic, expanding organization.

Key Responsibilities

• Respond to customer questions, product updates, and support requests through phone, email, and remote video meetings.
• Act as a knowledgeable resource across multiple products, quickly determining the right solution and coordinating work through project management tools and cross-functional teams.
• Deliver technical support and remote troubleshooting for hardware, software, and network-related problems.
• Make sure customer software and hardware are working properly and continue to function as expected.
• Check completed work for quality by reviewing functionality, design, and written content before closing issues with clients.
• Document technical problems and the steps taken to fix them so resolution is tracked accurately and handled in a timely manner.
• Support additional customer and internal needs that help build strong, long-term client relationships.

Requirements

• Strong written and verbal communication skills, with the ability to explain technical topics in a simple and clear way over phone and email.
• Good time management and organization skills to prioritize tasks and resolve issues quickly.
• Strong analytical and problem-solving ability to ask effective questions and work through technical challenges.
• Patience, empathy, and a customer-first mindset when handling concerns or frustration.
• Ability to diagnose and resolve hardware, software, and network issues.
• Willingness to build deep product knowledge across all company offerings.
• Experience with CRM and ticketing platforms such as Salesforce or Zendesk is a strong advantage.
• Comfort with quality assurance tasks such as testing, proofreading, and checking functionality before closure.
• Familiarity with generative AI tools, AI assistants, and automation platforms to improve productivity, along with the ability to review AI-produced outputs for accuracy in reports, communications, and planning.
• Adaptability to learn quickly and adjust as products and processes change.
• Ability to work independently while also collaborating effectively with other teams.

Compensation and Benefits

The Colorado base salary for this role is $57,000 to $60,000 per year. Final pay depends on experience, certifications, and how closely a candidate’s background matches the job requirements.

• 100% employer-paid basic health, dental, and vision coverage
• Up to 12 weeks of paid parental leave
• Up to 18 days of PTO each year plus 10 holidays annually
• Dog-friendly office
• 401(k) match of up to 4%
• Annual Grow475 stipend for personal development
• On-site perks including a professional fitness center, flexible modern workspace, coffee bar, happy hour taps, and a team member lounge

Equal Opportunity Notice

Qualified candidates are considered without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other protected status.