Senior IT Support Associate

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

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!

About the Attentive Team

Have you ever received a text message from your favorite brand with an incredible offer? Did you know that text message marketing delivers the highest ROI of any marketing channel? And that more customers than ever prefer to connect with brands via text? That is what we do at Attentive. We empower the world’s leading brands to engage with their customers at the right moment, with the right message. Our platform powers more than 400 million messages every day, approaching 100 billion annually.

We’re building big things! Check out our tech blog here: https://tech.attentive.com/

About the Role

Our IT team is the backbone of our organization, responsibly enabling business growth and employee productivity. Joining our team offers a high-growth career opportunity to work with some of the world’s most talented IT professionals in a high-performance and high-impact culture.

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

What You'll Accomplish

• 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/off-boarding 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

Your Expertise

• You have 4+ years 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 have direct experience with Okta (not bound to Active Directory), Google Workspace, and Jira Service Desk
• 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 

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 $90,400 - $96,000 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.