Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage client inquiries via tickets and phone calls, addressing both operational and technical challenges while ensuring a superior customer experience.

• Assist with password resets, user access requests, standard configuration modifications, basic reporting adjustments, and common troubleshooting inquiries.

• Utilize established documentation, tools, and troubleshooting protocols to resolve routine application, configuration, and web-related issues.

• Collect comprehensive diagnostic information for out-of-scope issues and direct them to the appropriate teams.

• Follow up with clients and internal stakeholders regarding open requests, ensuring accurate ticket notes, documentation, and status updates are maintained.

• Conduct quality control testing on support changes and client deliverables.

• Collaborate with cross-functional teams to clarify business requirements, support deliverables, and uphold product, process, and quality standards.

• Identify recurring issues and propose enhancements to documentation, templates, tools, and workflows.

• Develop knowledge of SMG products, tools, and technologies.

• Engage in necessary application support coverage as business needs dictate.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• At least 2 years of experience in technical customer support or service delivery.

• Experience in supporting and troubleshooting applications or large-scale systems, including web-based applications.

• Familiarity with application configuration, web-based platforms, support tools, and fundamental technical concepts such as HTML, SQL, data modeling, or system process design.

• Excellent written and verbal communication, troubleshooting, prioritization, attention to detail, and cross-functional collaboration abilities.

• Capability to quickly learn new technologies and engage in application support coverage as business needs arise.

• Preferred: Experience in supporting applications within a SaaS environment.

• Subject to applicable work authorization and employment eligibility criteria.

• Proficiency in the English language.

🏝️ Benefits

• Unlimited PTO.

• Extended parental leave.

• Company-provided equipment and tools.

• A culture focused on connection, collaboration, and continuous improvement.

• Competitive compensation and benefits.