Technical Support Specialist

Attio Ltd

Job Overview

Location

Portugal

Job Type

Full-time

Full Job Description

📋 Description

• Provide fast, friendly, and technically sound customer support via email, chat, and video calls while maintaining high CSAT and meeting SLAs across EU and US business hours.
• Diagnose, reproduce, and resolve technical issues related to Attio’s product, including APIs, AI features, CRM functionality, and workflow integrations.
• Document bugs and collaborate closely with the Engineering team to ensure timely resolutions and accurate tracking of product issues.
• Act as the customer’s advocate by capturing and communicating feedback, identifying recurring pain points, and representing the "voice of the customer" in cross-functional meetings with Product and Engineering.
• Contribute to and maintain internal and external knowledge bases in Notion and Guru, improving Help Center content, FAQs, and support documentation to enhance self-service capabilities.
• Build and maintain deep product mastery of Attio’s functionality, integrations, and upcoming releases to confidently guide customers through complex use cases.
• Provide consultative guidance to customers by understanding their goals, workflows, and data models, offering strategic solutions that optimize automation and deliver long-term value beyond immediate issue resolution.
• Participate in refining internal support processes to improve efficiency, consistency, and overall customer experience.
• Work collaboratively with Support, Product, and Engineering teams to ensure seamless service delivery and uphold a culture of operational excellence.
• Stay ahead of emerging technologies and product updates to proactively anticipate customer needs and enhance support quality.
• Deliver high-quality support during core business hours (9:00am – 6:00pm GMT, Monday–Friday) with reliability and attention to detail.
• Optionally provide live phone support or run customer workshops to deepen customer engagement and product adoption.

🎯 Requirements

• 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 of APIs, AI, CRMs, and workflow tools; experience with Zapier, Intercom, and/or Linear is a plus.
• Exceptional written and verbal communication skills with the ability to explain complex technical topics clearly, simply, and warmly.
• Proven ability to document bugs, collaborate with Engineering teams, and contribute to knowledge bases in Notion or Guru.
• Strong customer empathy and a genuine desire to exceed customer expectations through thoughtful, solution-oriented support.
• Highly organized, detail-oriented, and dependable with a track record of operational excellence and consistent high-quality work.

🏖️ Benefits

• Opportunity to work with a high-growth SaaS company backed by GV, Redpoint, Balderton, Point Nine, and 01A.
• Collaborative, transparent, and high-performing team culture focused on operational excellence and customer delight.
• Full-time role with structured working hours (9:00am – 6:00pm GMT, Monday–Friday) in Portugal.
• Exposure to cutting-edge AI-powered CRM technology and the chance to shape best-in-class B2B SaaS support standards.

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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