Technical Support Specialist

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Deliver prompt, friendly, and technically proficient support through email, chat, and video calls, ensuring high customer satisfaction and adherence to SLAs during EU and US hours.

• Identify, replicate, and resolve product-related issues; document bugs and collaborate closely with the Engineering team for timely solutions.

• Gather and relay customer feedback, pinpoint recurring challenges, and advocate for the customer's voice within Product and Engineering teams.

• Contribute to the Help Center, FAQs, and internal documentation utilizing Notion and Guru.

• Enhance support processes to elevate the overall customer experience.

• Develop and maintain an in-depth understanding of Attio's features, APIs, and integrations.

• Stay informed about upcoming releases and new functionalities.

• Work collaboratively with Support, Product, and Engineering to guarantee consistent, high-quality service delivery.

• Partner with customers to comprehend their objectives, workflows, and data models.

• Offer strategic, scalable solutions to optimize processes, implement intelligent automation, and achieve long-term value from Attio.

⛳️ Requirements

• A minimum of 2 years of experience in customer support or technical support for a SaaS product.

• Preferably experienced in a startup or high-growth setting.

• Proficient in troubleshooting APIs, AI, CRMs, and workflow management tools.

• Familiarity with Zapier, Intercom, and/or Linear is advantageous.

• Outstanding written and verbal communication abilities.

• Capability to clarify complex subjects with ease, simplicity, and warmth.

• A genuine commitment to understanding customer needs and providing solutions that exceed expectations.

• Proactive in learning and conducting root-cause analysis.

• Technical curiosity and a commitment to continuously enhancing technical knowledge.

• Highly organized, detail-oriented, and reliable.

• Strong skills in process management, follow-through, and consistently delivering high-quality work.

• Ability to collaborate effectively across different functions.

• Availability to work from Saturday to Wednesday, 9:00 am to 6:00 pm local time.

• Must currently reside in or be willing to relocate to California, Florida, Illinois, Kansas, New Jersey, New York, Oregon, Washington, or Wisconsin.

• Legally authorized to work in the United States.

🏝️ Benefits

• Equity in a rapidly growing early-stage tech company with a remarkable trajectory.

• 25 days of vacation plus local public holidays.

• Apple hardware provided.

• Medical, dental, and vision insurance through Sequoia One.

• 401K plan.

• Enhanced family leave policies.

• Team off-sites in enjoyable locations.