Technical Support Specialist, Attio

• We’re looking for a customer-obsessed problem solver who combines technical curiosity with empathy and a love for helping others succeed
• Proven experience: 2+ years in a customer support or technical support role for a SaaS product, ideally within a start-up or high-growth environment
• Technical capability: Confident troubleshooting APIs, AI, CRMs, and workflow tools (experience with Zapier, Intercom, and/or Linear is a plus)
• Outstanding communication: Exceptional written and verbal communication skills; you’re able to explain complex topics with clarity, simplicity, and warmth
• Customer empathy: A genuine desire to understand customer needs and deliver solutions that go beyond expectations
• Curiosity and initiative: A proactive learner who dives deep to uncover root causes, stays ahead of emerging technologies, and continually expands their technical expertise to drive better outcomes for customers and the team
• Operational excellence: Highly organized, detail-oriented, and dependable — you thrive on process, follow-through, and delivering consistently high-quality work
• Collaborative mindset: A strong team player who enjoys working cross-functionally and contributing to a supportive, transparent, and high-performing culture

Desirable

• Working Pattern: Full-time | Monday - Friday: 9:00am – 6:00pm EST
• Our Support team is at the heart of Attio’s customer experience — maintaining an exceptional 98% CSAT average over the past six months
• We hold ourselves to an incredibly high standard at every stage of the customer journey, ensuring that every interaction reflects our commitment to clarity, care, and quality
• As a Technical Support Specialist, you’ll be the trusted voice of Attio to our customers — helping them solve problems, unlock value, and feel supported every step of the way
• You’ll troubleshoot technical issues, share product best practices, and act as the customer’s advocate across teams
• This is a role for someone who thrives on problem-solving, loves getting into the details, and finds genuine satisfaction in turning a complex issue into a seamless experience
• You’ll play a key role in maintaining the standards that make our customers love Attio — and help us set a new benchmark for excellence in B2B SaaS support
• In this role, you’ll take ownership of the technical and operational processes that keep our customers successful
• You’ll combine empathy, product expertise, and clear communication to deliver best-in-class support
• Customer support excellence: Provide fast, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours
• Technical troubleshooting: Diagnose, reproduce, and resolve product issues; document bugs and work closely with our Engineering team to ensure timely resolutions
• Customer advocacy: Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering
• Process and knowledge improvement: Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; refine support processes to make the customer experience even smoother
• Product mastery: Build and maintain a deep understanding of Attio’s functionality, APIs, and integrations, staying ahead of upcoming releases and new features to support customers with confidence
• Team collaboration: Work closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and contribute to a culture of operational excellence
• Consultative guidance: Partner with customers to deeply understand their goals, workflows, and data models. Provide strategic, scalable solutions that go beyond resolving immediate issues — helping them optimise processes, automate intelligently, and realise long-term value from Attio

• Initial Conversations:
• 30-minute introductory chat with a member of our Talent team
• 30-minute track record interview with our Technical Support Manager
• Core Interviews:
• Take-home technical exercise
• 45-minute team panel interview to assess skills and collaboration style
• 30-minute executive interview focused on impact and alignment with company goals
• Final Stage:
• 30-minute closing conversation with our CEO
• Offer call (if it’s a mutual fit)