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.
Other Jobs from Attentive
Infrastructure Engineer II
Lead Product Manager, Audience AI
Senior iOS Engineer
Senior Android Engineer
Staff Security Engineer
Similar Jobs
Senior Developer
Software Engineer II
QA Automation Engineer
Software Development Engineer In Test
There are more than 50,000 engineering jobs:
Subscribe to membership and unlock all jobs
Engineering Jobs
60,000+ jobs from 4,500+ well-funded companies
Updated Daily
New jobs are added every day as companies post them
Refined Search
Use filters like skill, location, etc to narrow results
Become a member
🥳🥳🥳 401 happy customers and counting...
Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.
To try it out
For active job seekers
For those who are passive looking
Cancel anytime
Frequently Asked Questions
- We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
- We've got about 70,000 jobs from 5,000 vetted companies. No fake or sleazy jobs here!
- We aggregate jobs from 5,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
- We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
- Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
- Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
- Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅
What Fellow Engineers Say