Senior IT Support Associate at Attentive

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, MarketingIndustries

Requirements

4–5+ years of IT support experience, ideally in a hybrid or remote-first environment
Strong troubleshooting skills across macOS hardware, SaaS tools (Google Workspace, Okta, Zoom, Slack), AV systems, and networking
Proven track record of execution and ownership—you take initiative and follow through
Confident being the on-site point of contact, with strong communication and collaboration skills
Ability to effectively collaborate with West Coast IT peers, ensuring alignment across time zones and seamless end-user support
Experience with Jira, Slack, and MDM tools such as Jamf and Intune
Ability to stay composed and effective in a fast-paced environment

Responsibilities

Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues
Resolve support tickets in Jira Service Management promptly, meeting SLA targets
Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
Manage asset workflows — process Retriever returns, maintain inventory, and handle e-waste
Participate in biweekly sprint planning, owning 1–2 mini-projects per cycle
Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams
Keep tickets and documentation current to ensure visibility and cross-team alignment
Identify and drive process improvements to increase team efficiency and user satisfaction

Skills

Key technologies and capabilities for this role

IT SupportHardware ManagementTroubleshootingIT LogisticsTechnical ProjectsOffice ITEmployee Support

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This is a hybrid role requiring on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST, at the New York City office.

What experience and skills are required for this position?

Candidates need 4–5+ years of IT support experience, ideally in a hybrid or remote-first environment, strong troubleshooting skills across macOS hardware, SaaS tools like Google Workspace, Okta, Zoom, Slack, AV systems, and networking, plus a proven track record of execution and ownership.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of company culture does Attentive have?

Attentive has a distributed global workforce with employee hubs in New York City, San Francisco, London, and Sydney, and has been consistently recognized for its performance and culture, including in Deloitte’s Fast 500, LinkedIn’s Top Startups, Forbes’ Cloud 100, and Inc.’s Best Workplaces.

What makes a strong candidate for this Senior IT Support Associate role?

Strong candidates take initiative, move quickly, enjoy balancing operational excellence with high-impact technical projects, and thrive in partnering closely with IT teammates across coasts.

Attentive

Personalized SMS marketing solutions for businesses

About Attentive

Attentive provides personalized SMS marketing solutions that help eCommerce businesses and direct-to-consumer (DTC) brands engage their customers through targeted text messaging. The platform uses APIs and webhooks to allow businesses to easily create and manage custom SMS campaigns. Unlike its competitors, Attentive operates on a subscription-based model, offering various features and premium customization options, which helps clients increase customer engagement and sales. The company's goal is to enhance customer relationships and drive revenue growth through effective communication.

Hoboken, New JerseyHeadquarters

2016Year Founded

$839.5MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Generous PTO

Medical, Dental, & Vision Insurance

Daily Lunch Delivery Credit

Equity

Remote Work & Wellness Benefits

Company-Wide Events & Employee-Led Activities

Risks

Competition from Textla could erode Attentive's market share in SMS marketing.

Over-reliance on AI may lead to data privacy concerns and regulatory scrutiny.

Dependency on third-party integrations like ParTech poses risks if partnerships dissolve.

Differentiation

Attentive leads in AI-driven SMS marketing with hyper-personalized messaging solutions.

The company offers seamless integration with APIs and webhooks for efficient communication.

Attentive's subscription model ensures steady revenue with premium add-ons for customization.

Upsides

Attentive saw 128% revenue growth in the UK, highlighting demand for AI solutions.

Partnership with ParTech enhances restaurant loyalty programs, boosting customer retention.

Attentive's AI Journeys and AI Pro offer unique one-to-one marketing, differentiating them.

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