Support Engineer (West)
- company
- Attentive
- location
- United States, United States
- posted
- 10 Apr
- Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.
- Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.
- With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index!About the RoleWe’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
- #LI-SJ1
- By applying for this position, your data will be processed as per Attentive's Privacy Policy.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.
More ecommerce jobs from Attentive
- Director of Engineering, Shopper Management Platform, United States, US
- People Insights Associate, United States, US
- Principal Technical Program Manager , United States, US
- Senior Software Engineer, Onsite Customer Growth, New York, NY, US
- Principal Salesforce Engineer, United States, US
- Account Executive I, Mid-Market, United States, US
- RVP, Strategic Expansion Sales (West), United States, US
- Senior GTM Strategy Manager, United States, US
- Senior Analytics Engineer, United States, US
- Director, Messaging Operations, United States, US
- Customer Success Manager, Mid-Market, United States, US
- Account Manager, Enterprise Sales, United States, US
- Engineering Manager, Streaming, United States, US
- Strategic Account Director, United States, US
- Anaplan Model Builder, United States, US
- Senior Software Engineer, Tag Engineering, United States, US
- Principal Product Marketing Manager, United States, US
- Software Engineer II, BI Tooling and Platform, United States, US
- Senior Software Engineer, Intelligent Messaging, San Francisco, CA, US
- Sales Development Representative, United States, US
- Director of Engineering, Intelligent Messaging , New York, NY, US
- Strategic Technology Partnerships Manager, United States, US
- Accounting Manager, United States, US
- Customer Success Manager, Enterprise (West Coast), United States, US
- Revenue Operations Manager, London, US
- AI Intern, New York, NY, US
- Solutions Architect - UK, London, US
- Enterprise Account Executive, London, US
- Lead Product Manager, Onsite Performance, United States, US
- Lead Product Manager, Onsite Performance, New York, NY, US
- GTM Engineer, United States, US
- Strategy & Operations Associate, United States, US
- Software Engineer I, AI Product, San Francisco, CA, US
- Sales Development Representative, AUS, Sydney, US
- Director, International Partnerships, UK, London, US
- Lead Product Manager, Data Platform Experience, United States, US
- Staff Software Engineer, Streaming , United States, US
- Senior Director, Order to Cash, United States, US
- Senior Manager, Sales Development, United States, US
- Senior Implementation Consultant, United States, US
- Mid-Market Account Manager, United States, US
- Senior Analyst, Corporate FP&A, United States, US
- Software Engineering, Customer Success, United States, US
- Solutions Marketing Manager, United States, US
- VP, Product Marketing, United States, US
- Senior Product Manager, First-Party Data Platform, United States, US
- Group Product Manager, Shopper Management, United States, US
- Chief of Staff, CRO, United States, US
- Senior Counsel, Corporate, United States, US