The Role
Provide front-line technical and operational support for SMG products via tickets and calls: handle access, configuration, reporting, and troubleshooting; escalate complex issues with diagnostics; maintain ticket documentation; perform QA on deliverables; collaborate cross-functionally and recommend process improvements.
Summary Generated by Built In
Associate Support Engineer
What we’re looking for
SMG is looking for an Associate Support Engineer to provide front-line operational and technical support across our products and services. You’ll help clients resolve everyday application, access, configuration, reporting, and troubleshooting needs while partnering with internal teams when issues require deeper expertise. This role is a strong fit for someone who combines technical curiosity, careful execution, and clear communication to keep client requests moving and deliver high-quality support experience.
What you’ll do
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands.
With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Location & eligibility: This is a remote role, subject to work authorization and employment eligibility requirements applicable to the role.
What we’re looking for
SMG is looking for an Associate Support Engineer to provide front-line operational and technical support across our products and services. You’ll help clients resolve everyday application, access, configuration, reporting, and troubleshooting needs while partnering with internal teams when issues require deeper expertise. This role is a strong fit for someone who combines technical curiosity, careful execution, and clear communication to keep client requests moving and deliver high-quality support experience.
What you’ll do
- Handle client requests through tickets and calls, resolving operational and technical issues while delivering a high-quality customer experience.
- Support day-to-day client needs including password resets, user access requests, standard configuration updates, basic reporting changes, and common troubleshooting requests.
- Use established documentation, tools, and troubleshooting steps to resolve routine application, configuration, and web-based issues.
- Gather complete diagnostic information for issues outside your scope and route them to the appropriate team to support efficient resolution.
- Follow up with clients and internal stakeholders on open requests, maintaining accurate ticket notes, documentation, and status updates.
- Perform quality control testing on support changes and client deliverables to confirm outputs are accurate and aligned to requirements.
- Partner with cross-functional teams to clarify business needs, support deliverables, and maintain alignment with product, process, and quality standards.
- Identify recurring issues and recommend improvements to documentation, templates, tools, and work processes while building knowledge of SMG products, tools, and technologies.
- Within 30 days, build working knowledge of SMG products, support tools, documentation, and standard processes, and begin resolving routine client requests with appropriate guidance.
- Within 60 days, independently manage a consistent volume of common support requests, document work accurately, and escalate more complex issues with complete diagnostic information.
- Within 90 days, deliver reliable front-line support across common client needs, contribute improvements that reduce repeat issues or increase efficiency, and participate effectively in required application support coverage.
- We work with some of the world’s biggest and most valued brands.
- We’re fully remote, and we’re staying that way.
- We offer competitive compensation and benefits, which include but aren’t limited to:
- Unlimited PTO
- Extended parental leave
- Company-issued equipment and tools
- A culture built on connection, collaboration, and continuous improvement.
- Bachelor’s degree or equivalent work experience.
- Minimum 2 years of experience in technical customer support or service delivery.
- Experience supporting and troubleshooting applications or large-scale systems, including web-based applications.
- Working knowledge of application configuration, web-based platforms, support tools, and basic technical concepts such as HTML, SQL, data modeling, or system process design.
- Strong written and verbal communication, troubleshooting, prioritization, attention to detail, and cross-functional collaboration skills, with the ability to learn new technologies quickly and participate in application support coverage as business needs require.
- Experience supporting applications in a SaaS environment.
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands.
With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Location & eligibility: This is a remote role, subject to work authorization and employment eligibility requirements applicable to the role.
Skills Required
- Bachelor's degree or equivalent work experience
- Minimum 2 years of experience in technical customer support or service delivery
- Experience supporting and troubleshooting applications or large-scale systems, including web-based applications
- Working knowledge of application configuration, web-based platforms, support tools, and basic technical concepts such as HTML, SQL, data modeling, or system process design
- Strong written and verbal communication, troubleshooting, prioritization, attention to detail, and cross-functional collaboration skills
- Experience supporting applications in a SaaS environment
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The Company
What We Do
SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.
