Technical Support Specialist

Description

Attio is the CRM for agentic revenue. 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.

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.

This is Attio’s first hire in the APAC region, offering a unique opportunity to help establish our presence in Australia. As such, we’re looking for a self-starter who’s comfortable working autonomously, taking ownership, and navigating ambiguity in a fast-paced environment.

Responsibilities

• 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, high-quality support across email, chat, and video, maintaining strong CSAT and meeting SLAs across APAC hours.
• Advanced technical troubleshooting: Diagnose and resolve complex issues across Attio’s API (REST payloads, authentication, error handling), webhooks, SDKs, and integrations — identifying root causes rather than surface-level fixes.
• Multi-system debugging: Investigate issues spanning Attio and third-party platforms, interpreting logs, error outputs, and system behaviours to triage effectively before escalating to Engineering.
• Automation & workflow support: Advise on and troubleshoot customer-built automations (e.g. Zapier, Make, n8n), diagnosing failures and recommending improvements, while supporting equivalent builds within Attio’s native workflows.
• AI & integrations support: Troubleshoot MCP server connections and support customers integrating Attio into AI-powered workflows and toolchains.
• Autonomous regional ownership: Act as the primary technical support contact for APAC, independently managing a wide range of queries — from foundational product questions to complex technical investigations.
• Customer advocacy: Surface recurring issues, patterns, and product feedback from the APAC region, acting as the voice of the customer to Support, Product, and Engineering.
• Process and knowledge improvement: Contribute to Help Center content, internal documentation, and support workflows, continuously improving how we operate.
• Product mastery: Build deep expertise in Attio’s product, APIs, and integrations, staying ahead of new features to support customers with confidence.
• 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 technical support or customer support role within SaaS, ideally in a startup or high-growth environment.
• Strong technical depth: Experience troubleshooting APIs, integrations, and workflows; comfortable working with logs, debugging issues, and understanding system behaviour.
• Automation experience: Familiarity with tools such as Zapier, Make, or n8n — either supporting customers or building automations directly.
• AI & modern tooling curiosity: Experience with AI-powered workflows and emerging technologies.
• Independent operator: Comfortable working autonomously, making decisions, and managing complex issues without constant oversight.
• Excellent communication: Able to explain complex technical concepts clearly and concisely, both written and verbally.
• Customer empathy: Strong instinct for understanding customer needs and delivering thoughtful, high-quality solutions.
• Curiosity and initiative: Proactive, detail-oriented, and motivated to continuously learn and improve.
• Collaborative mindset: Works effectively with Support, Product, and Engineering to deliver a seamless customer experience.

Benefits

• Equity in an early-stage tech company on an incredible trajectory
• 12% Superannuation contribution
• 25 days holiday plus local public holidays
• Apple hardware
• Enhanced family leave
• Team off-site in fun places! (We've been to Barcelona, Lisbon, Malta, and Split so far)
• 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 Specialist 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)