Technical Support Specialist

Support customers with accurate and efficient answers, resolutions and resources

Location

Remote [US]

Salary

$65,000 - $82,000

What is Attio?

Attio is the CRM for the next generation of businesses. We're transforming the world’s largest software category from the ground up, building the new foundation that will define how companies operate in the AI era. Thousands of ambitious companies are already building their future on Attio, and we’re just getting started. Working with us, you'll have the unique opportunity to help shape the next era of business software while doing the most important work of your career.

Why is this role important?

As a Technical Support Specialist at Attio you will support Attio customers with accurate and efficient answers, resolutions and resources via emails, chat, and video calls. You care deeply about providing an exceptional customer experience, advocating for the customer to other Attio teams, so that collectively we can give them a truly delightful experience and maximize the value they attain from using Attio.

We are particularly interested in hearing from:

  • People based in HI, PST or MST timezones for our next hire

  • Individuals with 2+ years experience in a support role for a SaaS product

  • Technical specialists with experience working within fast-paced startup environments and distributed teams

  • Experience working with CRMs, APIs, or Zapier is a bonus!

Whose Team will you join?

Our GTM team is collectively responsible for new and expansion revenue. Day-to-day work is focused on ensuring customer satisfaction through quick, accurate, and helpful support interactions and content. Documenting articles, resources and processes enables us to provide high quality interactions with customers.

Our Support team holds to a high standard of customer satisfaction, with a 98% CSAT average over the past six months. We have a very high standard for the customer experience in all stages and across the entire team. Our process is supported by Intercom, Guru, Linear, Slack, Productboard, Storyblok, and Notion.

What are the role requirements?

In this role, you will be expected to:

  • Provide fast and friendly technical support to customers through emails, chat, and video calls, adhering to Service Level Agreements (SLAs) between European and US business hours. Supporting customers in the queue is your core responsibility

  • Accurately and efficiently answer customer questions regarding Attio features

  • Troubleshoot and document bugs, collaborating with Attio’s Engineering team until resolution

  • Document customer feedback and requests, and advocate for the voice of the customer internally regarding Attio’s product development and roadmap

  • Assist in developing and documenting support processes to improve efficiency and ensure customer satisfaction

  • Contribute to the success of Attio’s scaled support initiatives, including Help Center content, empowering customers with best practices and helping them find their own answers

  • Maintain an in-depth understanding of Attio functionality, including collaboration with other teams to learn about and prepare for new feature releases

Our ideal hire is passionate about modern, high-quality technical support, and is eager to continue building their customer-facing career. They will have the following attributes:

  • Excellent written and verbal communication skills, fluent in English, and a knack for distilling complex topics into simple guidance. Great writing is key to success in this role

  • High degree of empathy, with the ability to understand and show care about the experiences and feelings of customers

  • Innate curiosity and commitment to learning and understanding the ins and outs of the product, to get to the heart of customer feedback, and to identify root causes of issues

  • Tech savvy and a lover of problem solving, using all resources available to find a resolution, but also willing to ask questions when you need help. You have a wide technical skillset that enables you to get up to speed quickly

  • Proactive initiator of process improvements and solving for potential issues before they surface. Taking personal responsibility to push us forward

  • Self-starter and independent learner who is motivated to perform well on a remote and distributed team

What does the hiring process look like?

We respond to candidates within 48 hours of each interview.

Applicants can expect the following:

  1. Review - Applications reviewed

  2. Screening

    • Call with Hiring Manager ~ 30 minutes

  3. Interview

    • Technical Exercise ~ Take home

    • Team panel interview ~ 45 minutes

    • Executive interview ~ 30 minutes

    • Founder call ~ 20 minutes

  4. Offer

    • Offer call

A lot of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo, or have other suggestions for us.

What will an offer consist of?

  • A competitive salary of between $65,000 to $82,000

  • Equity in an early-stage tech company on an incredible trajectory

  • US Healthcare: Medical, Vision, Dental

  • 401[k]

  • Paid parental leave

  • Remote working and flexibility

  • Apple hardware and a budget for desk amenities

  • 25 days plus local holidays

  • Team off-site in fun places! (We've been to Barcelona, Lisbon, and Malta so far)

AI Application Policy: We value excellent writers and want to hear your voice in the application. We do not recommend the use of AI to answer application questions. Please take your time, use our Help Center, and let your support perspective shine through.