Technical Support Specialist

Job description

About this role

Attio is the CRM for agentic revenue. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A. We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're obsessed about the details and energized…

Responsibilities

• , 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.

Qualifications and requirements

• 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.
• Support Attio customers through email, chat and video; troubleshoot technical issues; document bugs; improve help content and support processes; and partner with Product and Engineering. Requires 2+ years of SaaS technical/customer support experience and confidence with APIs, AI, CRM and workflow tools.