Senior IT Support Associate

About Attentive

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.

About the Role

As a Senior IT Support Associate, you’ll serve as the primary IT contact for our San Francisco 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 your manager based in our New York office, ensuring seamless support coverage and alignment across coasts.

This hybrid role requires on-site presence Tuesday through Thursday from 8 AM to 5 PM.

What You’ll Accomplish

• Act as the go-to IT lead for the SF 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 new hire onboarding
• Manage asset workflows: process Retriever returns, maintain inventory, and handle e-waste
• Participate in 2-week 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 up to date to ensure visibility and cross-team alignment
• Identify and drive process improvements to increase team efficiency and user satisfaction

Your Expertise

• 5+ years in IT Support, 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 East 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

Salary & Benefits

For US based applicants: The standard base salary range for this position is $92,000 - $110,000 annually + equity + benefits. Our salary ranges are determined by role, level, and location.

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

Attentive 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

Equal Opportunity

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.