Support Engineer

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SMG - Service Management Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🏨 Hospitality

💰 Private Equity Round on 2021-10

Consulting • Marketing • Hospitality

SMG - Service Management Group is a leader in enterprise experience management (XM) with a dual focus on industry-leading software and hands-on professional services. Their platform provides seamless and secure data integrations to enhance technology ecosystems, with capabilities for cross-channel feedback collection at every stage of customer and employee journeys. SMG offers powerful reporting and analytics tools, data-driven prescriptive actions, and services to guide businesses from being data-driven to insights-driven. They specialize in improving customer, employee, and brand experiences with tailored XM solutions for industries like restaurant, retail, and consumer services.

📋 Description

• Handle client requests through tickets and calls, resolving operational and technical issues while delivering a high-quality customer experience • Support password resets, user access requests, standard configuration updates, basic reporting changes, and common troubleshooting requests • Use established documentation, tools, and troubleshooting steps to resolve routine application, configuration, and web-based issues • Gather complete diagnostic information for out-of-scope issues and route them to the appropriate team • Follow up with clients and internal stakeholders on open requests, maintaining accurate ticket notes, documentation, and status updates • Perform quality control testing on support changes and client deliverables • Partner with cross-functional teams to clarify business needs, support deliverables, and maintain product, process, and quality standards • Identify recurring issues and recommend improvements to documentation, templates, tools, and work processes • Build knowledge of SMG products, tools, and technologies • Participate in required application support coverage as business needs require

🎯 Requirements

• Bachelor’s degree or equivalent work experience • Minimum 2 years of experience in technical customer support or service delivery • Experience supporting and troubleshooting applications or large-scale systems, including web-based applications • Working knowledge of application configuration, web-based platforms, support tools, and basic technical concepts such as HTML, SQL, data modeling, or system process design • Strong written and verbal communication, troubleshooting, prioritization, attention to detail, and cross-functional collaboration skills • Ability to learn new technologies quickly and participate in application support coverage as business needs require • Preferred: Experience supporting applications in a SaaS environment • Subject to applicable work authorization and employment eligibility requirements • English language proficiency

🏖️ Benefits

• Unlimited PTO • Extended parental leave • Company-issued equipment and tools • A culture built on connection, collaboration, and continuous improvement • Competitive compensation and benefits