Technical Support Specialist

Attio Ltd

Job Overview

Location

United Kingdom

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 with Attio’s product, including bugs related to APIs, AI features, CRM functionality, and workflow integrations.
• Document identified bugs and collaborate closely with the Engineering team to ensure timely resolutions and feature improvements.
• Act as the primary advocate for customers by capturing and communicating feedback, identifying recurring pain points, and representing the customer’s voice in cross-functional meetings with Product and Engineering.
• Contribute to and maintain internal and external knowledge resources in Notion and Guru, including Help Center articles, FAQs, and support documentation to improve self-service and team efficiency.
• Build and sustain deep product mastery of Attio’s core functionality, APIs, and third-party integrations, staying ahead of upcoming releases to confidently support customers.
• Provide consultative guidance to customers by understanding their workflows, data models, and business goals, offering strategic solutions that optimize automation and long-term value.
• Participate in refining internal support processes to enhance scalability, consistency, and quality across all customer interactions.
• Work collaboratively with Support, Product, and Engineering teams to ensure seamless service delivery and uphold a culture of operational excellence.
• Maintain a 98% CSAT average by delivering empathetic, clear, and high-quality support that exceeds customer expectations at every touchpoint.
• Proactively identify opportunities to improve customer experience through process enhancements, knowledge sharing, and technical innovation.
• (Bonus) Provide live phone support or facilitate customer workshops when required.

🎯 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 systems, 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.
• Genuine customer empathy and a drive to deliver solutions that exceed expectations.
• Proactive learner with strong curiosity and initiative to uncover root causes and expand technical expertise.
• Highly organized, detail-oriented, and dependable with a focus on process, follow-through, and consistent quality.

🏖️ Benefits

• Full-time role with working hours Monday–Friday, 9:00am – 6:00pm GMT.
• Opportunity to work at the frontier of AI-powered CRM technology with backing from top-tier investors including GV, Redpoint, Balderton, Point Nine, and 01A.
• Collaborative, high-performing culture focused on operational excellence, transparency, and doing exceptional work.
• Exposure to cutting-edge product development and direct influence on customer experience and product evolution.

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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