Support Engineer

Remote

Full Time

Entry Level

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.

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.

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.

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This is an independent contractor role; you can work remotely from anywhere in the world. Are you happy to proceed?*

Are you able to work during the peak hours of 8am - 12pm US Central Time (1pm - 5pm GMT) on weekdays?*

Are you willing to submit to a background check?*

Do you have prior experience in a high-volume customer support role (support centre, call centre, help desk)?*

Is your WFH workplace equipped with dedicated internet access (30Mb/s download / 20 Mb/s upload)?*

Do you have strong troubleshooting and multitasking skills?*

Have you worked with common industry technologies and can discuss your experience in an interview (programming languages, web applications, databases, CRMs, OS/IT, Networking)?*

This contractor opportunity will be compensated at $27,500 per year. You should only proceed if that is in line with your expectations. Are you comfortable to move forward?*

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