Why Attentive needs you
- Team Leadership: Mentor and coach a team of Support Engineers ensuring alignment with organizational goals. Implement and champion best practices in technical support to elevate team performance
- Skills & Standards: Establish standards for technical knowledge, support processes, and ticket handling. Create and maintain documentation practices, ensuring consistency in how the team handles common issues and complex escalations
- Process optimization: Collaborate with core Support teams to merge and streamline disparate processes, driving alignment and simplifying workflows for improved resolution times and customer satisfaction
- Escalations & Handoffs: Build and maintain effective escalation procedures with the Engineering team, establishing clear communication channels and expectations to resolve issues efficiently
- Career Ladder: Design and implement a career ladder for Support Engineers and create development opportunities to support personal and professional growth
- Cross-functional Advocacy: Partner with Engineering, Product, and Customer Success teams to align on product changes, troubleshooting needs, and Support enablement. Act as the voice of Support Engineering in cross-functional discussions, advocating for customer needs, team development and continuous improvement
- Team Performance & Metrics: Analyze and report on key performance metrics, including ticket resolution times, team productivity, and customer satisfaction. Drive data and feedback driven improvements to continuously enhance operations
About you
- Minimum 5 years of experience in a support or engineering management role, with a proven track record of coaching and developing high-performing Technical Support teams.
- Advanced knowledge of API integrations, webhooks, and common scripting/programming languages (Python, Java, TypeScript, JavaScript, SQL). Familiarity with AWS, Snowflake, Datadog, and system integration best practices.
- Strong understanding of support ticketing systems, preferably Jira and Zendesk. Proficiency in building structured workflows that enhance efficiency and transparency.
- Demonstrated ability to analyze data to identify trends, drive improvements, and report on team performance. Familiarity with Looker, Jira & Zendesk reporting, and data extraction for custom analysis is preferred.
- Skilled in building productive relationships with Engineering, Product, and Customer Success teams to enhance support practices and product quality. Experience in stakeholder management and project coordination across departments.
- Excellent communication skills, with a focus on empathy, clarity, and resolution-oriented conversations with customers and internal teams. Adept in de-escalation, root cause analysis, and troubleshooting to address complex technical issues.
- Passionate about driving team and process development, fostering a learning culture, and establishing a clear career ladder for Support Engineers.
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