Remote Frontline Support Engineer

servicemanagementgroup; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

Extended parental leave

Company-issued equipment and tools

Job summary

SMG is seeking an Associate Support Engineer to provide front-line operational and technical support across our products and services. You will help clients resolve everyday application, access, configuration, reporting, and troubleshooting needs while partnering with internal teams when issues require deeper expertise.

This remote role requires at least 2 years of technical customer support experience, strong communication skills, and the ability to learn our tools quickly to maintain

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 2 years of experience in technical customer support.
• Experience supporting web-based applications.
• Experience with HTML, SQL, data modeling, or system process design.
• Strong written and verbal communication, troubleshooting, prioritization, and collaboration skills.

Responsibilities

• Handle client requests through tickets and calls, resolving issues and delivering a high-quality customer experience.
• Support day-to-day client needs including password resets, user access requests, and basic reporting changes.
• Use documentation and troubleshooting steps to resolve routine application and web-based issues.
• Gather complete diagnostic information for issues outside scope and route to the appropriate team.
• Follow up with clients and internal stakeholders with updates and notes.
• Perform quality control testing on support changes and client deliverables.
• Partner with cross-functional teams to clarify business needs and maintain alignment with standards.
• Identify recurring issues and suggest improvements to docs, templates, tools, and processes.

Skills

Customer support

Communication

Troubleshooting

Collaboration

Attention to detail

HTML basics

SQL basics

Education

Bachelor’s degree or equivalent work experience

Tools

HTML

SQL

Data modeling

Job description

SMG is seeking an Associate Support Engineer to provide front-line operational and technical support across our products and services. You will help clients resolve everyday application, access, configuration, reporting, and troubleshooting needs while partnering with internal teams when issues require deeper expertise.

This remote role requires at least 2 years of technical customer support experience, strong communication skills, and the ability to learn our tools quickly to maintain