Support Engineer

Attentive

11d • $70,000 - $80,000

About The Position

Attentive is seeking a Support Engineer who is naturally curious, creative, and can think on their feet to enthusiastically tackle problems. In this role, you will work directly with customers and the Customer Success team to ensure their technical needs are met as our product offerings rapidly grow. You will act as a crucial link between Customer Success (CS) and Engineering, empowering CS to help customers effectively utilize Attentive technology to achieve their marketing objectives.

Requirements

• Affinity for problem solving and crafting innovative, reusable solutions.
• 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.
• 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 Webhooks, REST APIs, and API documentation.
• BS/BA Degree or equivalent.

Nice To Haves

• Familiarity with at least one programming or scripting language, such as JavaScript, Liquid, or TypeScript.
• Experience in MarTech/AdTech or a technical service environment.

Responsibilities

• Communicate with customers via Zendesk, JIRA, or scheduled calls to 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.
• Translate customer feedback into 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 them to the appropriate internal parties.

Benefits

• Competitive perks and benefits, from health & wellness to equity.
• The US base salary range for this full-time position is $70,000 - $80,000 annually + equity + benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree