Associate Support Engineer

Service Management Group (SMG) is seeking an Associate Support Engineer to provide front-line operational and technical support for our experience management platform. This role is ideal for a detail-oriented professional who excels at troubleshooting, clear communication, and delivering high-quality support to our global client base.

Key responsibilities

• Manage client requests via tickets and calls, resolving operational and technical issues while ensuring a high-quality customer experience.
• Handle day-to-day tasks such as user access requests, password resets, standard configuration updates, and basic reporting changes.
• Utilize established documentation and tools to troubleshoot routine application and web-based issues effectively.
• Gather diagnostic information for complex issues and escalate them to the appropriate internal teams for resolution.
• Maintain accurate ticket documentation and provide regular status updates to clients and internal stakeholders.

Requirements

• Bachelor’s degree or equivalent professional experience in a technical support or service delivery role.
• At least 2 years of experience supporting and troubleshooting web-based applications or large-scale systems.
• Working knowledge of application configuration, support tools, and technical concepts like HTML, SQL, or data modeling.
• Strong analytical, prioritization, and communication skills with a proven ability to learn new technologies quickly.

What we offer

• A fully remote work environment that prioritizes connection and collaboration.
• Unlimited paid time off and extended parental leave policies.
• Company-issued equipment and tools to support your daily work.
• The opportunity to work with some of the world’s most valued brands in the experience management space.