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.
