Technical Support Specialist

Working Pattern Full-time | Monday – Friday, 9:00am – 6:00pm (Eastern Time) Location Requirement While this is a remote role, we are only able to consider candidates who are currently based in New York, New Jersey, or Florida. About the role 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. 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. (Bonus: experience providing live phone support or running customer workshops is a plus.) 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 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) #J-18808-Ljbffr Attio