Support Engineer (West)

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 $75,000 - $85,000 annually + equity + benefits
• Our salary ranges are determined by role, level and location

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