Support Engineer

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 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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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.