Technical Support Specialist

About the role

Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A. We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're obsessed about the details and energized by the frontier. If you want to do the best work of your career, this is the right place. You will own the technical and operational ownership of the support experience, ensuring that every customer interaction reflects the high standards of clarity and care. You will act as the trusted voice of Attio, diagnosing issues and advocating for customer needs across teams. You will build deep product mastery and use that expertise to help customers unlock value and automate intelligently. You will refine internal processes and documentation so that the customer journey remains seamless and exceptional. You will collaborate daily with Product and Engineering to turn complex issues into streamlined resolutions. You will set a new benchmark for B2B SaaS support by turning challenging situations into moments of delight. This role is for someone who finds genuine satisfaction in solving difficult problems and delivering outstanding service.

KEY FACTS

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.
• Quality and ownership: Take responsibility for end-to-end support lifecycles, from initial contact through resolution and follow-up, ensuring consistency and thoroughness in every interaction.
• Continuous improvement: Proactively identify opportunities to enhance the support experience, suggest actionable improvements, and help evolve best practices as the product and customer base grow.
• Adaptability and composure: Remain calm and effective when handling complex issues across EU and US time zones, balancing speed with accuracy and care in every response.

REQUIREMENTS

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.
• Availability: Able to work full-time hours aligned with Monday through Friday, 9:00am - 6:00pm GMT from Portugal.

WHAT ELSE IS A PLUS

(Bonus: experience providing live phone support or running customer workshops is a plus.)

PRACTICAL NOTES

Full-time | Monday

Friday: 9:00am - 6:00pm GMT

Location: Portugal