About the Role
We’re looking for naturally curious, creative people that can think on their feet and enthusiastically tackle problems head on. As a Support Engineer you will work both directly with our customers, as well as the Customer Success team, to ensure customers’ technical needs are met as our product offerings rapidly grow. You will serve as a key link between Customer Success (CS) and Engineering, enabling CS to help our customers employ Attentive technology to achieve their marketing goals.
What You’ll Accomplish
- Communicate with customers via Zendesk, JIRA, or scheduled calls to best understand and identify customer issues and your role in addressing them.
- Serve as a technical point of contact support resource for Customer Success to drive the resolution of technical requests, involving:
- Translate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders’ expectations.
- Work cross functionally across Customer Success, Product and Engineering to triage and mitigate issues - including site event incidents.
- Creatively problem solve to develop strategic, reusable solutions. Identify bugs and effectively escalate to the appropriate internal parties.
Your Expertise
- Affinity for problem solving and crafting innovative, reusable solutions.
- Possess high level of emotional intelligence, handling difficult situations with empathy and professionalism .
- Exceptional direct customer communication, organization, prioritization, and time-management skills in a fast-paced and demanding environment.
- Experienced in handling incidents and internal communications both within and outside of (on-call) business hours
- Willingness to adapt when needed and step out of your comfort zone to try/learn new things.
- Advanced ability to communicate and collaborate with cross-departmental partners and stakeholders.
- Detail oriented and accuracy obsessed in a dynamic and fast-paced environment.
- Experience in MarTech/AdTech or a technical service environment preferred.
- Strong written and verbal communication skills; ability to explain technical concepts to non-technical people and communicate urgency in tickets and live conversations.
- A critical thinker with the ability to logically and methodically investigate and problem-solve.
- Code Aptitude: A strong understanding of HTML/CSS and SQL required; familiarity with at least one programming or scripting language, such as JavaScript,, Liquid, or TypeScript is preferred.
- Familiarity with Webhooks, REST APIs, and API documentation
- BS/BA Degree or equivalent
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The US base salary range for this full-time position is $70,000 - $80,000 annually + equity + benefits
- Our salary ranges are determined by role, level and location
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Skills Required
- Experience using Zendesk for customer support
- Experience using JIRA for issue tracking and escalation
- Strong understanding of HTML
- Strong understanding of CSS
- Strong proficiency with SQL
- Familiarity with JavaScript
- Familiarity with Liquid templating language
- Familiarity with TypeScript
- Familiarity with Webhooks
- Familiarity with REST APIs and API documentation
- Experience handling incidents and internal/external communications (including on-call)
- Exceptional written and verbal customer communication skills
- High emotional intelligence and ability to handle difficult situations with professionalism
- Strong problem-solving skills and ability to develop reusable solutions
- Detail-oriented with strong organization, prioritization, and time-management skills
- Experience in MarTech/AdTech or a technical service environment
- BS/BA degree or equivalent
Attentive Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Attentive and has not been reviewed or approved by Attentive.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision plans, plus a fully covered One Medical membership and mental health resources. Employer-paid options and added wellness stipends indicate strong support for physical and mental wellbeing.
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Equity Value & Accessibility — Equity grants are described as significant and a meaningful component of total compensation. Market-value cash pay paired with stock helps position overall packages as competitive.
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Parental & Family Support — Generous paid parental leave, fertility and family-forming benefits, and supports such as Milk Stork and travel reimbursement for necessary medical care are offered. These provisions signal robust support for families across different needs.
Attentive Insights
What We Do
Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Infusing intelligence at every stage of the consumer’s purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love. To learn more about Attentive or to request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.
Why Work With Us
At Attentive, you'll connect with inspiring, high-caliber people, and be encouraged to take risks, get creative, and think bigger. We're solving big problems for our customers, through our innovative AI solutions, giving employees the opportunity to thrive along the journey. The sky's the limit when it comes to what's possible.
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