Support Engineer

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

About the Role

Attentive's Support Engineer team is 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. Support Engineers resolve some of the more technically challenging issues for our customers and work closely with  internal stakeholders including Customer success, Engineering, and Product.

What You'll Accomplish

• Serve as a technical point of contact support resource for Customer Success to drive the resolution of technical requests, involving: Enhancing existing 3rd party integrations, helping customers use the full suite of our APIs and webhooks, improving customer data quality, and identifying and actioning technical issues that arise from all of the above
• Communicate with customers both directly and through a Customer Success Manager or via Zendesk, JIRA, scheduled calls and meetings to best understand and identify customer issues and your role in addressing them
• 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
• 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
• 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 not required but preferred
• Strong communication skills; ability to explain technical concepts to non-technical people and communicate urgency
• A critical thinker with the ability to logically and methodically investigate and problem-solve
• Code Aptitude: A strong understanding of HTML/CSS is a plus, along with familiarity with at least one programming or scripting language, such as JavaScript, SQL, Liquid, or TypeScript
• 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 $75,000 - $90,000 annually + equity + benefits

- Equity is a substantial part of the total compensation package

- Our salary ranges are determined by role, level and location

#LI-SJ1

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Our success is defined by our customers' success

Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.