Technical Support Specialist

Attio Ltd

Job Overview

Location

London

Job Type

Full-time

Full Job Description

📋 Description

• Join Attio, a pioneering company redefining Customer Relationship Management (CRM) for the AI era. We are building the first AI-native CRM, meticulously designed for ambitious go-to-market teams. Our recent $52M Series B funding, led by GV (Google Ventures) and supported by prominent investors like Redpoint, Balderton, Point Nine, and 01A, underscores our rapid growth and innovative trajectory. At Attio, we foster a dynamic environment where solving complex technical challenges, delighting our users, and setting new industry standards are paramount.
• As a Technical Support Specialist, you will be a cornerstone of Attio's customer experience, embodying our commitment to clarity, care, and quality. You will be the primary point of contact for our customers, empowering them to overcome challenges, maximize the value they derive from our platform, and feel consistently supported. This role is ideal for an individual who excels at problem-solving, possesses a keen eye for detail, and finds deep satisfaction in transforming intricate issues into seamless resolutions. You will play an instrumental role in upholding the exceptional standards that foster customer loyalty and help us establish a new benchmark for excellence in B2B SaaS support.
• Your core responsibilities will revolve around ensuring customer success through meticulous technical and operational support. You will leverage a blend of empathy, profound product knowledge, and crystal-clear communication to deliver unparalleled support experiences. This includes providing swift, amiable, and technically astute assistance across email, chat, and video calls, consistently meeting high Customer Satisfaction (CSAT) scores and Service Level Agreements (SLAs) for both EU and US time zones.
• A significant part of your role will involve in-depth technical troubleshooting. You will be responsible for diagnosing, reproducing, and resolving product issues. This requires a systematic approach to identifying the root cause of problems, documenting any bugs encountered, and collaborating closely with our Engineering team to ensure prompt and effective resolutions. Your ability to translate technical findings into actionable insights for the engineering team will be crucial.
• Acting as a true customer advocate is central to this position. You will be tasked with capturing and relaying customer feedback, identifying recurring pain points, and effectively representing the “voice of the customer” in cross-functional discussions with our Product and Engineering departments. This ensures that customer needs and experiences directly influence product development and strategic decisions.
• Continuous improvement of our support resources and processes is also a key objective. You will contribute to the expansion and refinement of our Help Center, FAQs, and internal knowledge base systems (Notion and Guru). By documenting solutions and best practices, and by actively refining support workflows, you will enhance the overall customer experience and empower both customers and the support team.
• Developing and maintaining an in-depth understanding of Attio’s comprehensive functionality, including its APIs and integrations, is essential. You will stay abreast of upcoming releases and new features, ensuring you can confidently support customers with the latest advancements and provide expert guidance.
• Collaboration is fundamental to our success. You will work closely with colleagues across the Support, Product, and Engineering teams to ensure a cohesive and high-quality service delivery. Your contributions will help foster a culture of operational excellence and shared learning.
• Beyond reactive problem-solving, you will engage in consultative guidance. This involves partnering with customers to gain a deep understanding of their unique goals, workflows, and data models. You will then provide strategic, scalable solutions that not only address immediate issues but also help customers optimize their processes, implement intelligent automation, and realize sustained long-term value from Attio. This proactive approach transforms support into a strategic partnership.
• The working pattern for this full-time role is Monday to Friday, 9:00 am to 6:00 pm GMT, ensuring coverage for our key markets.

🎯 Requirements

• Proven experience of 2+ years in a customer support or technical support role for a SaaS product, ideally within a start-up or high-growth environment.
• Confident troubleshooting experience with APIs, AI concepts, CRMs, and workflow automation tools.
• Exceptional written and verbal communication skills, with the ability to explain complex technical topics clearly and concisely.
• A genuine desire to understand customer needs and deliver solutions that exceed expectations, demonstrating strong customer empathy.
• Proactive, curious, and detail-oriented with a strong drive for operational excellence and continuous learning.

🏖️ Benefits

• Competitive salary and equity options.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional development and continuous learning.
• A collaborative and supportive work environment with a focus on innovation and growth.
• Regular team events and social activities.

Skills & Technologies

Onsite

Degree Required

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Attio Ltd

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About Attio Ltd

Attio Ltd provides a customizable, API-first customer relationship management platform designed for modern teams. The software blends spreadsheet flexibility with database power, letting companies model complex data, automate workflows, and integrate seamlessly with existing tools. Founded in London and backed by venture capital, Attio serves scaling startups and enterprises that need real-time collaboration, granular permissions, and deep configurability without traditional CRM complexity.

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