Support Engineer (West)

Summary: Attentive is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. As a Support Engineer, you will work directly 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 Required Qualifications: - 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 Preferred Qualifications: - Experience in MarTech/AdTech or a technical service environment Required Skills: HTML, CSS, SQL, JavaScript, Liquid, TypeScript, Webhooks, REST APIs, API Documentation, Incident Management, MarTech, AdTech, Customer Communication, Prioritization Benefits: Equity, Benefits