Support Engineer

Summary

Attentive is an AI marketing platform focusing on 1:1 personalization to enhance customer relationships. The Support Engineer role involves working with customers and the Customer Success team to address technical needs and ensure effective use of Attentive's technology.

Responsibilities

• 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

Skills

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

Qualifications

Must Haves

• 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
• 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

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

Benefits

• Equity
• Benefits
• Health & wellness