Technical Support Specialist

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

📋 Description

• Deliver prompt, friendly, and technically proficient support through email, chat, and video calls — achieving high customer satisfaction (CSAT) and adhering to service level agreements (SLAs) during both EU and US working hours.

• Identify, reproduce, and resolve product-related issues; document bugs and collaborate closely with our Engineering team to ensure swift resolutions.

• Gather and relay customer feedback, pinpoint recurring challenges, and act as the “voice of the customer” in cross-departmental conversations with Product and Engineering teams.

• Enhance our Help Center, FAQs, and internal documentation in Notion and Guru; optimize support processes to improve the customer experience further.

• Develop and maintain a comprehensive understanding of Attio’s features, APIs, and integrations, staying informed about upcoming releases and new functionalities to assist customers confidently.

• Collaborate with colleagues in Support, Product, and Engineering to ensure consistent, high-quality service delivery while fostering a culture of operational excellence.

• Partner with customers to thoroughly understand their objectives, workflows, and data structures. Offer strategic, scalable solutions that extend beyond immediate problem-solving — helping them optimize processes, intelligently automate tasks, and achieve long-term value from Attio.

⛳️ Requirements

• Demonstrated experience: 2+ years in a customer support or technical support role for a SaaS product, preferably in a start-up or fast-paced growth environment.

• Technical proficiency: Comfortable troubleshooting APIs, AI, CRMs, and workflow tools (experience with Zapier, Intercom, and/or Linear is advantageous).

• Excellent communication: Outstanding written and verbal communication skills; capable of explaining complex topics with clarity, simplicity, and a friendly demeanor.

• Customer-focused: A sincere commitment to understanding customer needs and providing solutions that exceed expectations.

• Inquisitive and proactive: A self-motivated learner who investigates deeply to identify root causes, stays updated on emerging technologies, and continually enhances their technical skills to improve outcomes for both customers and the team.

• Commitment to excellence: Highly organized, detail-oriented, and reliable — you excel in maintaining processes, following through, and consistently delivering high-quality work.

• Team-oriented mindset: A dedicated team player who enjoys collaborating cross-functionally and contributing to a supportive, transparent, and high-performance culture.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events