Support Engineer Manager (Remote OK)

Company Overview

ActiveProspect is an Austin-based marketing SaaS company that has been in business since 2004. Our suite of real-time lead optimization and compliance products are designed for companies engaged in online lead generation. Companies use LeadConduit, TrustedForm and SuppressionList to filter out unwanted leads, document consent for TCPA compliance, and improve conversion rates. We’ve proudly processed over 2B leads for well known brands across a variety of industries!

Job Summary

ActiveProspect is seeking a Support Engineer Manager to join our small, but growing Support team. This is both an individual contributor and client-facing role, as well as a management position. This person will be proficient using our suite of products to efficiently problem-solve technical questions and implement solutions for existing clients. You will become a "go to" person for technical questions about how our products work. You will also lead our Support Engineers, ensuring effective time-management, SLA achievement, and a collaborative environment. This is a demanding role that requires exceptional leadership, client relationship management, project management, communication, and technical skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis. 


Responsibilities:

  • Work directly with the Implementation & Support Engineers and clients to understand and define their 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 clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
  • Work with Implementation Engineers and Client Success Managers to set clear timelines for onboarding implementations or technical projects
  • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
  • Adhere to timelines to ensure deadlines will be met by Implementation & Support Engineers
  • Effectively manage multiple projects to ensure timely delivery dates are met
  • Coordinate team to ensure proper coverage of projects, ensuring high customer satisfaction
  • With CX, drive development and maintenance of internal and client-facing documentation and knowledge base articles
  • Drive the continuous improvement of our implementation methodology and service offerings based on client experiences
  • Define and iterate on operational efficiencies on the team, constantly improving our ability to deliver exceptional service, scalably 
  • Own and deliver all reporting, SLAs, and leadership metrics 
  • Grow the existing team as the company scales quickly 

Qualifications and Skills

  • 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
  • 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, Freshdesk, etc.), including ability to implement and provide meaningful reporting metrics from these systems
  • Excellent customer service, presentation and writing skills
  • Ability to and passion for managing and growing a team while contributing individually
  • Internet/online advertising industry experience is a plus
  • Bachelor’s degree and / or minimum 4+ years experience in a client facing technical role
  • 2+ years managing direct reports
  • Experience in a start-up environment growing a team
  • Positive, self-starter attitude and desire to exceed client expectations at every opportunity
  • Attention to detail and absolute focus on quality of work
  • Authorization to work in the U.S.

Benefits and Perks

  • A financially stable company, with the freedom and opportunities of a startup culture
  • Flexible work schedule
  • Flexible vacation time
  • Live Music Capital Holiday
  • Beautiful office space in Hyde Park (close to Central Market, Vino Vino, and Hyde Park Gym)
  • Retirement plan matching up to 3% of your salary
  • Health, dental, vision, disability and life insurance
  • Fun office environment with premium coffee, snacks, some lunches, and kegerator provided.

ActiveProspect is an Equal Opportunity Employer


 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Elixir Languages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • IllustratorDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • Act-OnEmail
    • MarketoLead Gen

Location

Our Hyde Park neighborhood is home to beautiful cottages, restaurants, bars, parks and gyms.

An Insider's view of ActiveProspect, Inc.

How would you describe the company’s work-life balance?

I can honestly say that I've never worked at a company that cared this much about work/life balance. The management at AP understands that what's "balance" for one isn't, necessarily, balance for another. AP's open-door policy makes it comfortable to discuss personal needs with our managers in order to find solutions that work well for everyone.

Kara

Sr. Client Success Manager

What projects are you most excited about?

I'm excited about the work we're doing to grow our Self Service segment at ActiveProspect. We're leveraging some powerful tools that allow us to 1) literally watch our clients' first interaction with LeadConduit, and 2) validate our hypotheses to a meaningful degree so we're better able to build features our clients actually want and need.

Jonathan

Product Manager

How does the company support your career growth?

As a baseline, we're encouraged to attend job-specific conferences. More significantly, though, we're given opportunities to try new technologies that make our product better. We learn from each other, and if we have aspirations to do something new or transition into another role, ActiveProspect is extremely supportive in making that happen.

Kelly

Remote - Lead Software Developer

How do your team's ideas influence the company's direction?

Everyone at AP is encouraged to bring forth ideas that impact our strategic direction. Team members at every level and in every department have exposure to our clients, their needs, and many times their operational landscape. Listening to what the team learns and their ideas for solutioning is critical to our continued success.

Jessica

CFO

What are some social events your company does?

Our last company retreat was set in the scenic Texas woods and included bungie jumping during the day, and competing in trivia and Mario Kart at night. We've had happy hours featuring a petting zoo. Our Christmas party had enough food and drinks to feed a super talented and equally down to earth team. It’s always poppin’ at ActiveProspect!

Abe

Junior Implementation Engineer

What are ActiveProspect, Inc. Perks + Benefits

ActiveProspect, Inc. Benefits Overview

It takes a great team to create innovative products that simplify the complex. Here at ActiveProspect, you have the freedom to do your best work – flexible schedules, remote working (we love coffee shops too), health insurance and benefits, unlimited PTO, a relaxed office environment, the right tools and oh yeah, dogs… and stand up desks, and snacks and beer. Well, you get the picture!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Medical FSA that allows up to a $500 rollover and Dependent Care FSA
Disability Insurance
LTD Company Paid STD Employee Paid
Dental Benefits
Dental benefits are partially subsidized by the company.
Vision Benefits
Vision benefits are partially subsidized by the company.
Health Insurance Benefits
Several great plans to choose from.
Life Insurance
A small company paid Life Insurance policy for every employee. The option to add additional life for yourself, your spouse and child.
Team workouts
ActiveProspect's team fitness includes bi-weekly workouts at Dane's Body Shop - just 1 block down.
Retirement & Stock Options Benefits
401(K)
.We have a Simple IRA gives you the option to choose where to invest
401(K) Matching
Up to a 3% Simple IRA match of total annual compensation .
Company Equity
Most employees are eligible for stock options. 4 years vesting with a one year cliff.
Performance Bonus
Performance bonuses are paid out to most employees and are based on annual performance goals.
Child Care & Parental Leave Benefits
Generous Parental Leave
6 weeks maternity leave 2 weeks paternity leave You can take up to twelve weeks off and use PTO and STD to supplement those weeks.
Flexible Work Schedule
All ActiveProspect employees will be considered for alternative work schedules on a case-by-case basis. Creative work schedules should create benefits for both the employees and the company.
Remote Work Program
ActiveProspect allows some flexibility including working remote when it works for the company and the employee.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Unlimited PTO allows you the freedom to responsibly take time off without haggling over every hour you might need to attend a family wedding, vacation, etc.
Paid Holidays
Live Music Holiday, Memorial Day , 4th of July, Labor Day , Thanksgiving and the Friday following Thanksgiving, Christmas Eve and Christmas Day, New Year’s Eve half day and New Year’s Day
Perks & Discounts
Beer on Tap
ActiveProspect's commercial beer keg is always stocked with our favorite brews.
Casual Dress
ActiveProspect has a relaxed dress code. Employees are expected to be neat, clean and well groomed while on the job.
Company Outings
ActiveProspect holds a variety of events on/offsite. From happy hours to axe throwing competitions at Urban Axes, and a recent boat party on Lake Travis, we work hard, but play hard, too!
Stocked Kitchen
ActiveProspect provides a fully stocked kitchen including breakfast items, sandwich makings, snacks, and a variety of drink options.
Some Meals Provided
ActiveProspect promotes healthy eating by providing salad and a protein for lunch 2 days/week. Lunches are also provided for lunch-n-learns and some meetings.
Happy Hours
ActiveProspect holds Happy Hours for the team on a monthly basis. Sometimes they are held at the office, other times we enjoy drinks offsite.
Parking
ActiveProspect has free street parking available at our building and in the adjacent neighborhood.
Pet Friendly
We have several employees who enjoy bringing their dog to work with them, on occasion. These furry friends lighten up the mood and bring smiles all around.
Recreational Clubs
2 days a week the company pays for employees to participate (optional) in a workout at Danes Body Shop just a block from the office. It's one of the employees' favorite perks!
Professional Development Benefits
Job Training & Conferences
At ActiveProspect we highly encourage continued professional development. If you see something you'd like to attend just ask your manager!

Additional Perks + Benefits

Competitive Pay. The Best Gear. Unlimited PTO. Live Music Capital Holiday - take off a day for your favorite festival! LTD, STD and Life. Simple IRA match up to 3% of salary. Flexibility!

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