Senior IT Support Associate

all jobsretailersplatformsagenciesremotelocationsrolescompanies > remote only jobs/attentive Senior IT Support Associate company Attentive location New York work mode remote posted 4 Aug 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!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index!About the RoleAs 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 ESTWhat You’ll AccomplishAct as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issuesResolve support tickets in Jira Service Management promptly, meeting SLA targetsUnblock users who are looking to get the most out of our enterprise productivity tech stack, with great technical advice, partnership, and configuration changesEnsure 100% on-time laptop delivery and provide hands-on support for employee life cyclesManage asset workflows - process hardware returns, maintain inventory, and handle e-wasteParticipate in weekly sprint planning, owning 1-2 sprint tasks per cycleEscalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teamsKeep tickets and documentation current to ensure visibility and cross-team alignmentIdentify and drive process improvements to increase team efficiency and user satisfactionYour Expertise4-5+ years of IT Support experience. Ideally in a hybrid or remote-first environmentStrong troubleshooting skills across macOS hardware, Zoom - AV systems, and networkingProven track record of execution and ownership—you take initiative and follow throughConfident being the on-site point of contact, with strong communication andcollaboration skillsAbility to effectively collaborate with West Coast IT peers, ensuring alignment acrosstime zones and seamless end-user supportExperience with Okta, Google workspace Admin, Jira, Slack, and MDM tools such asJamf and IntuneExperience with automation, low-code, or vibe coding platforms (Zapier, Claude Code,Codex, Replit, etc.)Ability to stay composed and effective in a fast-paced environmentYou'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 $100,000 - $125,000 annually + equity + benefitsOur salary ranges are determined by role, level and locationBy applying for this position, your data will be processed as per Attentive's Privacy Policy.Attentive Company ValuesDefault to Action - Move swiftly and with purposeBe One Unstoppable Team - Rally as each other’s championsChampion the Customer - Our success is defined by our customers' successAct Like an Owner - Take responsibility for Attentive’s successLearn 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. Compensation & Benefits $100,000–$125,000 +equity apply on career site → opens the brand's careers page in a new tab. 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