Technical Support Specialist [Sat - Wed]

What you'll do
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.

What you’ll bring
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.

What we offer
Equity in an early-stage tech company on an incredible trajectory

25 days holiday plus local public holidays

Apple hardware

Medical, dental, and vision coverage through Sequoia One

401K

Enhanced family leave

Team off-site in fun places! (We've been to Barcelona, Lisbon, Malta, and Split so far)

What does the hiring process look like?
Applicants can expect the following:

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)

Skills Required
2+ years in a customer support or technical support role for a SaaS product
Be currently based in California, Florida, Illinois, Kansas, New Jersey, New York, Oregon, Washington or Wisconsin
Available to work full-time Saturday - Wednesday, 9:00am - 6:00pm (local time) and meet SLAs across EU and US hours
Confident troubleshooting APIs, AI features, CRMs, and workflow/integration tools
Exceptional written and verbal communication skills
Strong customer empathy and consultative problem-solving
Highly organized with strong operational excellence and documentation skills (Notion, Guru)
Experience with Zapier, Intercom, and/or Linear
Experience providing live phone support or running customer workshops