Senior Manager, Support Engineering

At Attentive, we're revolutionizing the way businesses connect with their customers. Our AI-driven marketing platform infuses intelligence into every stage of the consumer journey, helping brands deliver hyper-personalized messages at scale. With a mobile-first approach, engaging two-way conversations, and enterprise-grade technology, we're driving billions in online revenue for leading brands worldwide, including CB2, Urban Outfitters, GUESS, Long John Silver’s, and Wyndham Resort. But we're not just about SMS and email—by expanding our AI capabilities to enhance multiple products and channels, our goal is to help make every interaction more meaningful. As a member of our team, you'll be at the forefront of this innovation, helping to shape the future of customer communication.
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 areThe 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 e