Senior IT Support Associate



IT, Customer Service
San Francisco, CA, USA
Posted on Saturday, March 30, 2024
About Attentive:
Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbecue Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.
Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!
Who we are
As a Senior IT Support Associate at Attentive you’ll be a key part of what makes IT work for our end users. You have a passion for helping people and for problem solving. You know that the best support is friendly, efficient and effective. You are creative and utilize your resources to find new ways of looking at old problems. You’re a talented technologist who also happens to be a great “people person”. You’re looking for an opportunity to stay up to date on the latest trends in corporate technology while honing your hard technical skills.

Why Attentive needs you

  • Triage and resolve Tier 1 and Tier 2 Service Desk issues via our ITSM tool (Jira Service Desk)
  • Meet established SLA’s for first touch, follow-up and resolution
  • Troubleshoot and resolve issues with Attentive owned and managed endpoints (laptops/mobile devices)
  • Provision on premise and SaaS application access and configure end user hardware as part of on-boarding/offboarding process
  • Troubleshoot and support video conferencing equipment in onsite conference rooms
  • Help create and maintain internal and end user facing technical documentation
  • Complete projects related to the continuous service improvement of the IT function

About you

  • You have 4yrs+ experience working in a technical support role, providing end user support for hardware, software, and network issues
  • You have a passion for technology and a knack for troubleshooting technical issues
  • You have strong working knowledge of troubleshooting issues in major OS systems (macOS, Windows, iOS, Android)
  • You possess excellent communication skills and can effectively explain technical concepts to non-technical users
  • You are proactive and can identify potential issues before they escalate, ensuring a seamless user experience
  • Collaborate effectively with team members to solve technical problems and drive the business forward

Our scale

  • 8,000 brands powered by Attentive sent over 2.2 billion text messages over Cyber Week 2023 (Black Friday/Cyber Monday) representing a growth of 31% from 2022
  • We sent 32 billion SMS messages in 2023, up 32% YoY. That’s an average of 87 million per day
  • Our production cluster contains over 18,000 containers which serve 200+ services
  • Our streaming services process over 80 billion events per month
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 standard base salary range for this position is $92,000 - $120,000 annually + equity + benefits
- Our salary ranges are determined by role, level, and location
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.