Senior Support Engineer – Engineering Production Support at VTS

New York, New York, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Real EstateIndustries

Requirements

3+ years in advanced technical/production support, or similar Tier-2/Tier-3 support role
Strong track record troubleshooting complex issues involving APIs, services, and integrations
Ability to read and write JavaScript and provide best-practice guidance
Web debugging experience: comfortable with browser dev tools, viewing HTML/CSS, and inspecting network calls (requests/responses, headers, payloads)
Solid understanding of networking fundamentals (HTTP, DNS, TLS basics, connectivity troubleshooting)
Experience with databases, especially MongoDB (plus some SQL); able to write queries and basic scripts
Familiarity with logging/observability tools, ideally Datadog or Sentry
Experience working on a product with integrations and understanding REST APIs and GraphQL concepts
Familiarity with ticketing and bug triage workflows (e.g., Jira, Zendesk)
Ability and willingness to work regularly on-site in the NYC office (four days a week) and travel occasionally to customer locations
What Sets You Apart (Preferred)
Hands-on MongoDB scripting beyond basics
Retool development experience
Experience with access control / smart building systems, especially HID
Enjoy mentoring others on debugging, observability, and building a customer-first technical support culture

Responsibilities

Own escalated, multi-system issues across web apps, services, and building integrations
Analyze logs, metrics, and traces (e.g., Datadog) to drive clear, actionable root cause analysis
Perform code-level and network-level investigation (browser dev tools, network inspector, API calls)
Create and maintain SOPs, runbooks, and knowledge base articles to create self-serve solutions for others
Lead occasional training sessions on debugging techniques, tools, and best practices
Continuously improve support workflows and bug triage processes; represent the customer in roadmap discussions
Build lightweight scripts and tools (primarily Python/JavaScript, plus MongoDB/SQL scripts) to speed up investigation and resolutions
Contribute small fixes and enhancements to codebases and provide constructive code review and mentorship to junior team members
Install, configure, and maintain lab equipment used by support and QA to reproduce customer setups
Reproduce and debug issues for access control and other building systems; occasionally visit customer sites to troubleshoot directly

Skills

troubleshooting

root cause analysis

Datadog

logs

metrics

traces

browser dev tools

network inspector

API calls

Python

JavaScript

MongoDB

SQL

SOPs

runbooks

VTS

Software solutions for commercial real estate

About VTS

VTS offers software solutions for the commercial real estate (CRE) industry, focusing on leasing, asset management, and marketing. Its platform centralizes portfolio data, providing real-time insights that help clients make informed decisions and improve efficiency. VTS stands out with its subscription-based model and features like the VTS Market solution, which enhances tenant engagement through data analytics. The company's goal is to empower CRE revenue teams to optimize performance and increase revenue.

New York City, New YorkHeadquarters

2012Year Founded

$296.3MTotal Funding

SERIES_ECompany Stage

Enterprise Software, Real EstateIndustries

501-1,000Employees

Benefits

Be Taken Care Of - VTS offers competitive compensation, comprehensive health benefits (including dental and vision), flexible vacation time and a 401(k) plan.

Parental Leave - 16 weeks 100% paid parental leave to the primary caregiver and 6 weeks 100% paid parental leave to the secondary caregiver.

Wellness - Dedicated monthly wellness events to promote physical and mental well-being.

Executive Coaching - Dedicated executive coaches on-site available to all employees, no matter what role you have in the company.

Own a Piece of Something Big - Be an owner of the company you’re building with our equity packages.

Never Stop Learning - Benefit from a culture that promotes new learning. VTS regularly hosts informal education sessions and provides an allowance for external courses.

Risks

Emerging proptech startups may erode VTS's market share with similar SaaS solutions.

Economic downturns could reduce demand for VTS's leasing and asset management platforms.

Data privacy concerns may impact VTS's ability to utilize data for analytics.

Differentiation

VTS unifies owners, operators, brokers, and customers in a single real estate platform.

VTS Activate Workplace enhances employee engagement with personalized, branded workplace experiences.

VTS 4 uses AI to predict tenant demand 6-9 months ahead of leasing activity.

Upsides

VTS's platform manages over 13 billion square feet, showcasing its extensive market reach.

The launch of VTS Activate Multifamily expands VTS's presence in the residential sector.

Demand for office space is growing, with VTS's VODI indicating positive leasing trends.

Land your dream remote job 3x faster with AI

Try Jobo Free