Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Help Desk Support Scripting Web Applications System Level Troubleshooting Application Development Engineering Documentation Context Sensitive Help Customer Analysis Programming Languages Relational Databases Incident Response Customer Centricity

Other Skills

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Communication
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Teamwork
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Analytical Thinking
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Relationship Building
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Problem Solving

Roles & Responsibilities

2+ years experience in a high-volume technical customer support role
Experience supporting applications or large-scale systems, preferably in a SaaS environment
Experience supporting and troubleshooting web-based applications
Experience providing 24x7 application support

Requirements:

Handle client requests through tickets and calls with a goal of one-touch resolution for questions or operational items.
Follow up with clients on outstanding issues toward achieving 100% customer satisfaction.
Analyze client-provided data to troubleshoot and resolve complex or general issues.
Gather all required information via templates and guides for issues outside Support's scope to empower the next level team to resolve.

Job description

Support Engineer

We are looking for a skilled Support Engineer to join our team. Are you looking for the next professional opportunity that will challenge you and advance your career? Join our team now!

About SMG
SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns brand, customer, and employee experience insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork.
We offer our talent –

Work hard, have fun environment – We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge.
Value-driven culture where we connect, collaborate & co-create.
Remote-first company (fully remote).
Unlimited PTO.
Tech provided.

Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

What we need in this role:

Handle client requests through tickets and calls, with a goal of one-touch resolution for questions or operational items.
Follow-up with clients on any outstanding issues, with a goal of 100% customer satisfaction.
Analyze client-provided data, applying your troubleshooting skills to resolve more complex or general issues.
For issues outside Support’s scope, gather all required information via templates and guides to ensure the next level team has enough data to resolve.
Provide input and recommendations to internal teams and leadership on any changes required for templates, data collection, or troubleshooting docs.

Requirements:

2+ Years Experience working in a high-volume technical customer support role
Experience supporting applications or large-scale systems preferably in a SaaS environment.
Experience supporting and troubleshooting Web based applications
Ability to establish and maintain effective working relationships with others
Ability to learn new technologies and solutions with a drive to continually learn – you are proficient working in at least one industry technology (programming language, database, scripting, application, etc.).
Experience providing 24x7 application support
Excellent knowledge of English
Dedicated internet access (30Mb/s download / 20 Mb/s upload) and a computer with at least 8Gb of memory