Support Engineer, APAC

Company Overview
ActiveProspect is the industry‑leading SaaS platform for consent‑based marketing. Our comprehensive product suite empowers companies to take real‑time action on leads, protect themselves from litigation by documenting proof of consent, and save money by providing new levels of data insights and control. Our mission is to make consent‑based marketing the best channel for customer acquisition.

Job Summary
We are seeking a Support Engineer to join our growing Support team. This role is an individual contributor and client‑facing position. The engineer will proficiently use our suite of products to solve technical software questions and implement solutions for clients. Responsibilities include managing ticketing queues, troubleshooting, advising on integration, collaborating with implementation and product teams, and supporting SLA compliance. The role requires client relationship management, project management, communication, and technical software skills.

• This role requires availability to work rotating coverage hours between 3:00 AM-9:00 AM PST. Schedules are planned in advance and rotate across the team.

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.
• 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.
• Provide on‑call (after hours) support for urgent customer requests periodically.

Qualifications And Skills

• Bachelor’s degree and/or minimum 4+ years experience in a client‑facing technical role.
• Experience in a start‑up environment.
• Strong listening skills; understand client needs and suggest comprehensive 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; think creatively to resolve issues.
• 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.
• Internet/online advertising industry experience is a plus.

Benefits and Perks

• 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.

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Information Technology

Industries

• Internet Publishing