Support Engineer

Summary

Join ActiveProspect's growing Support team as a Support Engineer! This client-facing role requires technical expertise in our SaaS platform, problem-solving abilities, and excellent communication skills. You will manage client inquiries, troubleshoot issues, and collaborate with internal teams to improve our products. You'll be a go-to resource for technical questions, ensuring timely resolutions and high client satisfaction. This demanding role necessitates strong client relationship management and project management skills. We seek passionate individuals dedicated to exceeding client expectations.

Requirements

• Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
• Experience in a start-up environment
• Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
• Ability to learn quickly; become an expert with our products and the supporting technology over time
• Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
• Positive, self-starter attitude and desire to exceed client expectations at every opportunity
• Attention to detail and absolute focus on the quality of work
• Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
• Familiarity with common web protocols (HTTP, FTP)
• Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
• Excellent customer service, presentation, and writing skills

Responsibilities

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
• Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
• Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly
• Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
• Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
• Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets
• Manage timely and accurate responses via Chat support feature
• Ability to analyze and problem solve customer issues while remaining empathetic
• Ensure a high customer satisfaction score of 95% or higher
• Collaborate with Client Success Managers to mitigate client escalations
• Actively review and create internal and client-facing documentation and knowledge base articles
• On call (after hours) support required periodically for urgent customer requests

Preferred Qualifications

Internet/online advertising industry experience is a plus

Benefits

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Flexible vacation time
• A remote-friendly culture with monthly virtual happy hours and team-building events
• Retirement plan matching up to 3% of your salary
• Health, dental, vision, disability and life insurance