Technical Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver prompt, high-quality assistance through email, chat, and video channels, ensuring strong customer satisfaction (CSAT) while adhering to service level agreements (SLAs) during APAC hours.

• Identify and resolve intricate issues related to Attio’s API (including REST payloads, authentication, and error handling), webhooks, SDKs, and integrations, focusing on root cause analysis rather than superficial fixes.

• Analyze issues that span Attio and third-party platforms by interpreting logs, error messages, and system behaviors to effectively triage before escalating to the Engineering team.

• Provide guidance and troubleshoot customer-created automations (such as Zapier, Make, n8n), identifying failures and suggesting enhancements while also supporting similar constructions within Attio’s native workflows.

• Diagnose MCP server connectivity issues and assist customers in integrating Attio into AI-driven workflows and toolchains.

• Serve as the primary technical support representative for the APAC region, independently handling a diverse array of inquiries—from basic product questions to intricate technical investigations.

• Highlight recurring issues, trends, and product feedback from the APAC region, acting as the customer advocate to Support, Product, and Engineering teams.

• Contribute to the Help Center content, internal documentation, and support processes, continually enhancing operational efficiency.

• Develop in-depth knowledge of Attio’s products, APIs, and integrations, staying informed about new features to assist customers effectively.

⛳️ Requirements

• A minimum of 2 years in a technical support or customer support position within a SaaS environment, preferably in a startup or rapidly growing company.

• Proficient in troubleshooting APIs, integrations, and workflows; comfortable with log analysis, debugging, and comprehending system behaviors.

• Familiarity with tools like Zapier, Make, or n8n, either through customer support experience or direct automation building.

• Experience with AI-driven workflows and emerging technological advancements.

• Capable of working independently, making informed decisions, and managing complex issues without constant supervision.

• Skilled at articulating complex technical concepts clearly and concisely in both written and verbal communication.

• Strong intuition for understanding customer needs and providing thoughtful, high-quality solutions.

• Proactive, detail-oriented, and eager to continuously learn and enhance skills.

• Collaborates effectively with Support, Product, and Engineering teams to ensure a seamless customer experience.

🏝️ Benefits

• Equity in a rapidly growing tech startup with an exciting trajectory.

• 12% Superannuation contribution.

• 25 days of vacation plus local public holidays.

• Apple hardware.

• Enhanced family leave policies.

• Team retreats in enjoyable locations! (We've previously visited Barcelona, Lisbon, Malta, and Split.)