Job Description
About the Role
Attentive's Support Engineer team is 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. Support Engineers resolve some of the more technically challenging issues for our customers and work closely with internal stakeholders including Customer success, Engineering, and Product.
What You'll Accomplish
Serve as a technical point of contact support resource for Customer Success to drive the resolution of technical requests, involving: Enhancing existing 3rd party integrations, helping customers use the full suite of our APIs and webhooks, improving customer data quality, and identifying and actioning technical issues that arise from all of the aboveCommunicate with customers both directly and through a Customer Success Manager or via Zendesk, JIRA, scheduled calls and meetings to best understand and identify customer issues and your role in addressing themTranslate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders’ expectationsWork cross functionally across Customer Success, Product and Engineering to triage and mitigate issuesCreatively problem solve to develop strategic, reusable solutions. Identify bugs and effectively escalate to the appropriate internal partiesYour Expertise
Affinity for problem solving and crafting innovative, reusable solutionsPossess high level of emotional intelligence, handling difficult situations with empathy and professionalismExceptional direct customer communication, organization, prioritization, and time-management skills in a fast-paced and demanding environmentWillingness to adapt when needed and step out of your comfort zone to try/learn new thingsAdvanced ability to communicate and collaborate with cross-departmental partners and stakeholdersDetail oriented and accuracy obsessed in a dynamic and fast-paced environmentExperience in MarTech/AdTech or a technical service environment not required but preferredStrong communication skills; ability to explain technical concepts to non-technical people and communicate urgencyA critical thinker with the ability to logically and methodically investigate and problem-solveCode Aptitude: A strong understanding of HTML/CSS is a plus, along with familiarity with at least one programming or scripting language, such as JavaScript, SQL, Liquid, or TypeScriptFamiliarity with Webhooks, REST APIs, and API documentationBS/BA Degree or equivalent
