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# Associate Support Engineer

- **Company:** Service, Llc
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** HTML, Application Configuration Access Protocols, Software as a Service, SQL Databases, Web Applications
- **Published:** August 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e27f4df848a5ff5e

## About the Role

* 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, with the ability to learn new technologies quickly and participate in application support coverage as business needs require.

Preferred:

 * Experience supporting applications in a SaaS environment.

## Description

* Handle client requests through tickets and calls, resolving operational and technical issues while delivering a high-quality customer experience.
 * Support day-to-day client needs including 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 issues outside your scope and route them to the appropriate team to support efficient resolution.
 * 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 to confirm outputs are accurate and aligned to requirements.
 * Partner with cross-functional teams to clarify business needs, support deliverables, and maintain alignment with product, process, and quality standards.
 * Identify recurring issues and recommend improvements to documentation, templates, tools, and work processes while building knowledge of SMG products, tools, and technologies.

What success looks like

 * Within 30 days, build working knowledge of SMG products, support tools, documentation, and standard processes, and begin resolving routine client requests with appropriate guidance.
 * Within 60 days, independently manage a consistent volume of common support requests, document work accurately, and escalate more complex issues with complete diagnostic information.
 * Within 90 days, deliver reliable front-line support across common client needs, contribute improvements that reduce repeat issues or increase efficiency, and participate effectively in required application support coverage.


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