Support Engineer

Summary

Join SMG, a leading experience management provider, as a Support Engineer. Handle client requests through tickets and calls, aiming for one-touch resolution. Follow up on outstanding issues to ensure 100% customer satisfaction. Analyze client data and troubleshoot complex problems. For issues beyond your scope, gather necessary information for other teams. Provide input on improving templates, data collection, and troubleshooting documents. SMG offers a remote-first work environment, unlimited PTO, tech provision, and a diverse, supportive team.

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

Responsibilities

• 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

Benefits

• Remote first company (fully remote)
• Unlimited PTO
• Tech provided