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PMG · 9 hours ago

Technical Product Support Engineer III

United States

Full-time

Remote

Mid Level

3+ years exp

PMG is a global independent marketing services and technology company that seeks to inspire people and brands. As a Technical Product Support Engineer III, you will be responsible for troubleshooting technical issues, optimizing support workflows, and collaborating with various teams to enhance the user experience with PMG’s proprietary platform, Alli.

AdvertisingBrand MarketingContent MarketingCreative AgencyDigital Marketing

H1B Sponsor Likely

Responsibilities

Serve as a primary point of contact for platform support—troubleshooting technical issues, answering questions, and ensuring every user walks away with clarity and confidence

Own and scale support workflows within our service desk—optimizing intake forms, ticket routing, and SLAs to streamline resolution and reduce friction

Collaborate with product, engineering, and ops teams to escalate complex issues, perform root cause analysis, and drive continuous improvements across the platform

Build and maintain automation paths and self-service tools that help users solve common issues quickly and independently

Use dashboards and reporting tools to monitor support volume, identify patterns, and recommend platform improvements that reduce repeat tickets

Contribute to both internal and external knowledge bases by documenting fixes, sharing how-tos, and creating helpful content for users and teammates

Support the rollout of new features by hosting office hours, assist bars, and live demos—helping users navigate change and adopt new capabilities with confidence

Leverage AI tools and automation platforms to accelerate response times, increase accuracy, and create a more scalable support experience

Act as a thoughtful, visible advocate for the user—surfacing feedback that helps shape the product roadmap and improve platform usability over time

Qualification

Technical support experienceTroubleshooting skillsJiraZendeskAI tools familiarityDashboard buildingAnalytical skillsDocumentation skillsPeople-focused leadershipCross-functional collaborationCustomer-focused mindsetSelf-starter attitude

Required

3+ years of experience in technical support, product operations, or workplace technology, with a bachelor's degree or equivalent work experience

Strong troubleshooting and analytical skills with the ability to independently investigate and resolve technical issues across systems, platforms, and channels

Experience working with ticketing and support platforms such as Jira or Zendesk to manage issue resolution, track trends, and optimize workflows

Familiarity with AI tools and automation workflows to streamline ticket intake, triage, and escalation processes

Ability to communicate clearly and empathetically with both technical and non-technical audiences, ensuring a seamless and positive support experience

Proficiency in documenting recurring issues and resolutions to contribute to internal knowledge bases and improve self-service support

Experience building dashboards, tracking support metrics, and analyzing trends to identify areas for improvement and reduce ticket volume over time

A collaborative mindset with comfort working cross-functionally alongside product, engineering, and operations teams

A self-starter attitude with strong prioritization and multitasking skills, especially in fast-paced or high-growth environments

A commitment to curiosity and adaptability as a Continual Learner, staying at the forefront of media innovation while prioritizing client success with a Customer-Focused mindset that seeks opportunities to deliver meaningful value

A dedication to People-Focused leadership, fostering collaboration, innovation, and professional growth by Leading by Example and nurturing strong relationships that empower others to excel

Benefits

Professional Development: Take advantage of our learning and development programs, mentorship opportunities, and career advancement support.

Generous Time Off: Enjoy generous paid time off and holiday allowances to recharge and spend time with loved ones.

Parental Leave: We provide paid parental leave to support your family during important life events.

Retirement & Pension Plans: Plan for your future with competitive retirement or pension programs, including contribution matching.

Fertility and Family Support: Access fertility benefits for all team members and their spouses.

Healthcare: Coverage and support for everyday medical expenses and routine care, tailored by geography.

Pet Insurance: Protect your pet's health and your finances.

Lifestyle Spending Accounts: Enjoy 100% company-funded accounts to promote healthy habits and well-being.

Commuter Benefits: Access support for travel and commuting needs, where available.

Annual Bonus: All employees are eligible for an annual bonus.

Volunteering Opportunities: Receive 8 give-back hours to volunteer in your local communities.

AI Enterprise License: Access AI Enterprise accounts and participate in weekly AI training sessions to empower and ensure AI safety.

Company

PMG

Glassdoor3.3

PMG is a digital agency.

Founded in 2010

Fort Worth, Texas, USA

501-1000 employees

http://www.pmg.com

H1B Sponsorship

PMG has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)

2023 (2)