SMG - Service Management Group

Senior Software Support Engineer - Fully Remote

REMOTEPosted 30+ days ago

Job summary

  • Job post source

    This job is directly from SMG

  • Job overview

    The Senior Software Support Engineer at SMG resolves complex client issues related to SMG applications and tools, enhancing technical skills while maintaining client interaction.

  • Responsibilities and impact

    Daily responsibilities include handling escalated client requests, reproducing complex issues, analyzing logs, identifying product defects, and providing 24x7 on-call support for proprietary applications.

  • Compensation and benefits

    The position offers unlimited PTO, a fully remote work option, and a supportive team environment, but specific salary details are not provided.

  • Experience and skills

    Candidates should have over 3 years in technical support, 2 years in customer-facing roles, and experience with SaaS applications, C#, SQL, and 24x7 application support.

  • Career development

    The role provides ample opportunities for learning and growth within a diverse and experienced team.

  • Work environment and culture

    SMG promotes a fun and fulfilling workplace, celebrating diversity and creating an inclusive environment for all employees.

  • Company information

    SMG is a leading experience management provider with a 30-year history, focusing on helping brands act on customer and employee insights through a unique software and service model.

  • Team overview

    The team is composed of smart, talented individuals who support and challenge each other in a collaborative environment.

  • Job location and travel

    This is a fully remote position, allowing for flexibility in work location.

  • Unique job features

    The role includes unique aspects such as 24x7 on-call support and opportunities to work closely with engineering teams to improve product offerings.

Company overview

Service Management Group (SMG) is a global customer experience (CX) and brand research firm that helps businesses improve customer satisfaction and loyalty through data-driven insights. They make money by providing comprehensive CX measurement, analytics, and consulting services to a wide range of industries, including retail, restaurant, healthcare, and more. Founded in 1991, SMG has a rich history of leveraging technology and research methodologies to deliver actionable feedback and strategic recommendations to their clients, enabling them to enhance their customer engagement and operational performance.

How to land this job

  • Position your resume to highlight your strong technical skills and experience in software application support, particularly in resolving complex client issues related to SMG products.

  • Emphasize your proficiency in coding languages such as C# and SQL, as well as your experience with SaaS environments and web-based applications, to align closely with the job requirements.

  • Apply through multiple platforms, including SMG's corporate site and LinkedIn, to maximize your visibility and enhance your chances of landing the role.

  • Network with current employees in the technical support division at SMG on LinkedIn, using ice breakers like discussing a recent project or expressing admiration for their customer experience initiatives.

  • Ensure your resume is optimized for ATS systems by incorporating relevant keywords from the job description, such as 'technical support,' 'application troubleshooting,' and 'customer-facing support.'

  • Utilizing Jennie Johnson's Power Apply feature can streamline your application process, helping you tailor your resume, identify the best channels for application, and connect with relevant professionals, allowing you to focus on your job search more effectively.

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