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.
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
About SMG:
To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.
Top Skills
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.
