Senior Manager, Support Engineering
Attentive
Customer Service, Operations
United States
Posted on Nov 12, 2024
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!
Who we are
The Senior Manager of Support Engineering will be responsible for leading and scaling our Support Engineering team, driving knowledge and process standardization, and fostering a culture of mentorship and growth. In this role, you will oversee a team focused on managing complex technical support issues, proactively enhancing our escalation processes, and forging collaborative relationships and processes with our Engineering teams. Additionally, you will build the foundation for team development by creating a career progression framework to support our engineers as they grow in expertise. With a clear focus on improving customer outcomes and operational efficiencies, this leader will guide the Support Engineering team to achieve excellence in technical support.
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.
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 $140,000 - $180,000 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.