Support Engineer

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! 

Why work at SMG?
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. And with our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy.

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. 
• Values 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.

What you’ll need to succeed:

• 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.