Support Engineer - Remote

Overview

ActiveProspect is seeking a Support Engineer to join our small, but growing Support team. This is both an individual contributor and a client-facing role. This person will be proficient in using our suite of products to efficiently problem-solve technical software related questions and implement solutions for existing clients.

In Short

• Manage ticketing queue for timely customer responses.
• Collaborate with clients' technical teams to troubleshoot issues.
• Define requirements and configure products with clients.
• Become an expert to recommend solutions to clients.
• Communicate bugs and feature requests to Product Managers.
• Adhere to Service Level Agreements (SLAs).
• Provide support via chat feature.
• Analyze and solve customer issues empathetically.
• Maintain a high customer satisfaction score.
• Review and create documentation and knowledge base articles.

Requirements

• Bachelor's degree and/or 4+ years in a client-facing technical role.
• Experience in a start-up environment.
• Good listening and problem-solving skills.
• Ability to learn quickly and become a product expert.
• Outstanding attention to detail.
• Positive attitude and desire to exceed client expectations.
• Understanding of HTML/JavaScript/CSS.
• Familiarity with web protocols (HTTP, FTP).
• Experience with issue tracking systems like Zendesk.
• Excellent customer service and communication skills.

Benefits

• Collaborative work environment with startup culture.
• Global, remote-first company with team get-togethers.
• Life and work balance.
• Flexible vacation time.
• Retirement plan matching up to 3% of salary.
• Varied health, dental, vision, and life insurance options.