Tier 2 Support Specialist/MRC (Remote)

Remote

Full Time

Product Engineering

Mid Level

What We Do

We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves.

We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.

About Our Culture

FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor.

Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us.

Our Commitment to Diversity, Equity, and Inclusion

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.

Our Employee Benefits

FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide.

Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
Robust Insurance Plan including:
- Medical with $0 co-pay Telehealth plan
- Dental
- Vision
- Health Savings Account (HSA) with generous employer contributions
- Flexible Spending Accounts (FSA)
- Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
- Company-paid Short & Long Term Disability coverage
- Company-paid Employee Assistance Program (EAP)
Matching 401(k) with immediate full vesting
Employee Events Committee that plans fun in-person and virtual events
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
Internet & Gym Reimbursement!
Work computer equipment is provided to help you succeed :)

About the Role

We are looking for a dedicated and experienced Tier 2 Support Specialist to join our product engineering team. As a Tier 2 Support Specialist your primary focus will be investigating and triaging product or technical issues.

We are seeking a well-rounded team player who can contribute to our culture and our fun, positive, professional work environment. Our ideal candidate is a great communicator and is purpose-driven, results-oriented, and inspiring to work with.

We believe in a healthy work life balance. We embrace an open, transparent, trust-based work environment with a remote-first culture. All of our team members enjoy the privilege of working from home 100% of the time.

Compensation This position offers $50,000-$65,000 depending on experience, technical breadth and qualifications.

Primary Responsibilities & Expectations

Act as the final escalation point for support line and tier 1 support, offering advanced troubleshooting and resolution guidance (this role will not be talking directly to customers).
Investigate complex issues related to the product functionality, performance or other technical challenges (web application, mobile app, phone and SMS).
Create bug tickets using ClickUp as issues are confirmed or reproduced.
Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues.
Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties.
Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner.
Assist in the creation and refinement of technical documentation.
Access to a private & secure workspace, free from distractions
Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Skills and Qualifications

Should possess at least 2 years of experience in a similar role such as a technical support, analyst or a specialist role.
Experience with messaging/phone/telephony systems (SMS).
Experience working with web applications.
Mobile app testing or mobile app support experience.
Strong technical background, excellent problem-solving skills, and a passion for technology.
Strong verbal and written communication skills.
Self-motivated with the ability to work independently.
Fast learner & strong team player.
Willing to help your teammates, share your knowledge with them, and learn from them.

Bonus points if you have

Experience with API testing and associated tooling.
Experience with basic programming or scripting languages (C#, typescript, python).
Database management.
Experience with QA testing or automation.

FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected].

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/

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