Senior IT Support Associate - job 1 of 2

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), and Inc.’s Best Workplaces.

About the Role

As a Senior IT Support Associate, you’ll serve as the primary IT contact for our New York City office. You’ll own frontline support, manage hardware logistics, and contribute to IT roadmap initiatives—all while maintaining high standards of responsiveness and execution. You’ll thrive in this role if you take initiative, move quickly, and enjoy balancing operational excellence with small but high-impact technical projects. You’ll also partner closely with IT teammates and ensure seamless support coverage and alignment across coasts. You’ll have a direct impact on the IT Support roadmap and quarterly planning cycles, and will have opportunities to shape and elevate the employee IT experience.

This hybrid role requires on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST

• 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

• 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

• Familiarity with agile sprint cycles and project planning tools
• Ability to review, fix, or build Jira workflows and automation rules
• Skilled at identifying manual tasks and converting them into automated solutions
• Experience supporting distributed or global teams across multiple time zones

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 $90,000 - $115,000 annually + equity + benefits

- Our salary ranges are determined by role, level and location

- This role is salaried non-exempt and eligible for overtime compensation

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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.