ActiveProspect · 11 hours ago
Support Engineer, SaaS (APAC)
United States
Full-time
Remote
Mid Level
4+ years expActiveProspect is the industry-leading SaaS platform for consent-based marketing, seeking a Support Engineer to join their growing Support team. The role involves problem-solving technical software questions and implementing solutions for clients while managing client relationships and ensuring effective time management.
AnalyticsComplianceConsumerData IntegrationEnterprise SoftwareLead GenerationMarketing AutomationSaaS
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
Qualification
Required
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
Preferred
Internet/online advertising industry experience is a plus
Company
ActiveProspect
ActiveProspect is an Austin-based SaaS company on a mission to make consent-based marketing the best method for customer acquisition.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Five Elms Capital
2022-08-08Debt Financing
2020-04-22Series A
Leadership Team
Steve Rafferty
CEO & Founder
Jessica D. Hamilton
COO/CFO
Recent News
2026-01-09
Google Patent
2025-02-16
Company data provided by crunchbase