Support Engineer (West)

Attentive is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. The Support Engineer will work directly with customers and the Customer Success team to address technical needs and ensure effective use of Attentive's technology for marketing goals.

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

Requirements:

• 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 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
• Experience in MarTech/AdTech or a technical service environment preferred