Support Engineer

Support Engineer

We are looking for a skilled Support Engineer to join our team. This role will challenge you and help advance your career. If you are ready for your next professional opportunity, we would love to hear from you!

About SMG

Service Management Group (SMG) is dedicated to transforming Unified Experience Management®. Our AI-native platform, Ignite®, provides real-time insights that help brands engage with customers and employees effectively. We focus on data-driven decisions, ensuring every interaction is optimized throughout the customer journey.

What You'll Do

• Handle client requests through tickets and calls, aiming for one-touch resolution for questions or operational items.
• Follow up with clients on any outstanding issues to achieve 100% customer satisfaction.
• Analyze client-provided data and use your troubleshooting skills to resolve complex or general issues.
• For issues outside of Support’s scope, gather necessary information to ensure the next level team can resolve them effectively.
• Provide input and recommendations to internal teams and leadership on improvements for templates, data collection, or troubleshooting documentation.

What We're Looking For

• 2+ years of 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.
• Ability to establish and maintain effective working relationships with others.
• Willingness to learn new technologies and solutions; proficient 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.

What We Offer

• Work hard, have fun environment.
• Remote-first company (fully remote).
• Unlimited PTO.
• Tech provided.
• Diverse, experienced, and friendly team that welcomes and supports you.

SMG is proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment where all colleagues feel a sense of belonging and have equal access to opportunities and resources. To learn more about our customer, employee, and brand experience management solutions, visit www.smg.com.