Technical Support Specialist

Attio

Attio is the CRM built for the AI era. 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. WORKING PATTERN: Full-time | Monday - Friday: 9:00am – 6:00pm GMT 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 Manager, you’ll lead and develop a team of Technical Support Specialists responsible for delivering that experience at scale. You’ll coach and support the team, drive operational excellence, and build the systems and processes that enable us to provide world-class support as Attio continues to grow.   This is a role for someone who loves developing people, solving complex operational challenges, and building for scale. You’ll partner closely with Product, Engineering, Marketing, and Operations to improve the customer experience, advocate for customer needs, and help shape the future of both our support function and our product. You’ll play a key role in maintaining the standards that make our customers love Attio — while helping us raise the bar even further as we grow. WHAT YOU'LL DO In this role, you’ll lead and develop a team of Technical Support Specialists while helping shape the systems, processes, and customer experiences that enable Attio to scale. You’ll combine customer empathy, technical expertise, and operational excellence to deliver world-class support. * Team leadership and coaching: Hire, onboard, coach, and develop a high-performing team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession. * Customer support excellence: Lead by example and ensure the team consistently delivers fast, thoughtful, and technically sound support while maintaining high customer satisfaction. * Technical escalation management: Partner with the team to resolve complex customer issues, working closely with Product and Engineering to drive timely resolutions and improve the customer experience. * Customer advocacy: Represent the voice of the customer across Attio, surfacing feedback, identifying trends, and helping inform product and operational decisions. * Process and operational improvement: Build scalable systems, workflows, and support processes that reduce friction, improve quality, and enable the team to grow effectively as the business scales. * Cross-functional collaboration: Partner closely with Product, Engineering, Marketing, and Operations to improve customer outcomes and contribute to Attio’s product roadmap. * Performance ownership: Own team performance, reporting on key support metrics, operational health, and customer satisfaction while driving continuous improvement. WHAT YOU’LL BRING We’re looking for a customer-obsessed leader who combines strong technical judgement, operational excellence, and a passion for developing high-performing teams. * Leadership experience: 3+ years building, managing, and developing remote B2B support teams, with a track record of coaching individuals and improving team performance. * Proven experience: 5+ years in customer-facing roles supporting technical SaaS products, ideally within a start-up or high-growth environment. * Technical capability: Confident troubleshooting APIs, AI products, CRMs, integrations, and workflow tools, and partnering effectively with technical stakeholders. * Customer empathy: Deep empathy for customers paired with the ability to balance their needs with broader business goals. * Builder mindset: Experience creating systems, processes, and tooling that improve outcomes for customers and internal teams. * Operational excellence: Highly organised, data-driven, and dependable, with strong judgement and a focus on execution. * Collaborative mindset: A strong cross-functional partner who thrives in fast-moving, early-stage environments. 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 Manager * Take-home technical exercise * Core Interviews * 45-minute leadership, program building and cross-functional collaboration session * 30-minute strategy & program vision session * Final Stage * 30-minute closing conversation with our CEO * Offer call (if it’s a mutual fit)

Thought Machine

Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology. We have grown rapidly in the past few years – growing our team to more than 550 individuals across offices in London, New York, Singapore, Sydney and our newly established Engineering Hub in Lisbon. We have raised more than £500m in funding and our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more. We have created a culture that enables our team to produce the best work in the industry while ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the industry's most generous employee share package. Named one of the world's most innovative fintechs by Global Finance Magazine, we were also recognised by the Financial Times as one of Europe's fastest-growing companies for two consecutive years—and a UK Best Employer for 2026. Software Engineering is a key role within Thought Machine. As an engineering-focused company, we take pride in our engineering excellence, adopting best practices, and utilising modern technologies. Thought Machine software engineers work across the stack to solve complex engineering problems that have not been solved before. As a result, while development at Thought Machine is fast-paced, you will be expected to develop code to the highest standards that scales, is secure, performant, and provides a great user experience. Software Engineers will take complete ownership of a requirement, converting it into an engineering design, task breakdown, and implementation. You'll be responsible for building both backend services and frontend experiences. Our clients range from the world's largest financial institutions to smaller regional banks. Our systems must cater to each of these use cases, so we care deeply about providing the ability to configure and customise the user experience based on the client's or end user's persona. Software engineers are expected to bridge the gap between back-end and front-end, crafting delightful experiences that delight all our clients. This is a full-time, permanent position based in our Lisbon office, requiring four days a week onsite. At Thought Machine, our Senior Software Engineers specialised in Infrastructure play a crucial role in deploying and maintaining our cutting-edge software, developing tools and integrations with third-party infrastructure components used in our customers’ environments. The role spans across building mechanisms to automate and streamline deployment processes, to facilitating infrastructure changes in the data and streaming platforms which support our products, among other things. We build automation to provide an intuitive and reliable user experience to operate and integrate with Vault for Thought Machine engineers and bank SREs. Duties * Support the engineering team in building reliable, scalable applications * Help design and build tools to make our services scalable and highly available, automating wherever possible * Develop observability and orchestration tooling to allow our customers to monitor and manage their deployments * Contribute to disaster recovery, backup and redundancy tooling and strategy * Assist in improving the quality of our codebase by building new tools and processes Essential * A degree in Computer Science, Engineering or a similar technical field * 5+ years of hands-on experience * Experience developing production-ready infrastructure management tooling with either Python or Golang * Familiarity with at least one of the following: * Observability Tools (e.g. Prometheus, OpenTelemetry, Grafana) * Databases (e.g. Postgres, DuckDB) * Event Streaming platforms (e.g. Kafka) * Container Orchestration (e.g. Docker, Kubernetes) * Familiarity with cloud platforms such as AWS, Azure or GCP * Experience with CI/CD systems (e.g. Jenkins, CircleCI, GitLab, GitHub Actions) Desirable * Experience supporting production systems in high-consistency transactional environments Benefits * Highly competitive salary * Voluntary Pension Plan (match up to 5%) * Private Healthcare Insurance * Comprehensive Life Insurance * 25 days holiday plus public holidays * Two charity days a year * Daily Meal Allowance * Access to outstanding learning materials and courses * Sports and hobby clubs, subsidised by Thought Machine * All the latest tech you need * Huge range of healthy (and not-so-healthy) snacks, smoothies and drinks * A talented and experienced team as your colleagues * An environment where we encourage learning and progress We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.

Thought Machine

Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology. We have grown rapidly in the past few years – growing our team to more than 550 individuals across offices in London, New York, Singapore, Sydney and our newly established Engineering Hub in Lisbon. We have raised more than £500m in funding and our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more. We have created a culture that enables our team to produce the best work in the industry while ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the industry's most generous employee share package. Named one of the world's most innovative fintechs by Global Finance Magazine, we were also recognised by the Financial Times as one of Europe's fastest-growing companies for two consecutive years—and a UK Best Employer for 2026. This is a full-time, permanent position based in our Lisbon office, requiring four days a week onsite. At Thought Machine, our Senior Software Engineers specialised in Infrastructure play a crucial role in deploying and maintaining our cutting-edge software, developing tools and integrations with third-party infrastructure components used in our customers’ environments. The role spans across building mechanisms to automate and streamline deployment processes, to facilitating infrastructure changes in the data and streaming platforms which support our products, among other things. We build automation to provide an intuitive and reliable user experience to operate and integrate with Vault for Thought Machine engineers and bank SREs. Duties * Support the engineering team in building reliable, scalable applications * Help design and build tools to make our services scalable and highly available, automating wherever possible * Develop observability and orchestration tooling to allow our customers to monitor and manage their deployments * Contribute to disaster recovery, backup and redundancy tooling and strategy * Assist in improving the quality of our codebase by building new tools and processes Essential * A degree in Computer Science, Engineering or a similar technical field * 3-5 years of hands-on experience * Experience developing production-ready infrastructure management tooling with either Python or Golang * Familiarity with at least one of the following: * Observability Tools (e.g. Prometheus, OpenTelemetry, Grafana) * Databases (e.g. Postgres, DuckDB) * Event Streaming platforms (e.g. Kafka) * Container Orchestration (e.g. Docker, Kubernetes) * Familiarity with cloud platforms such as AWS, Azure or GCP * Experience with CI/CD systems (e.g. Jenkins, CircleCI, GitLab, GitHub Actions) Desirable * Experience supporting production systems in high-consistency transactional environments Benefits * Highly competitive salary * Voluntary Pension Plan (match up to 5%) * Private Healthcare Insurance * Comprehensive Life Insurance * 25 days holiday plus public holidays * Two charity days a year * Daily Meal Allowance * Access to outstanding learning materials and courses * Sports and hobby clubs, subsidised by Thought Machine * All the latest tech you need * Huge range of healthy (and not-so-healthy) snacks, smoothies and drinks * A talented and experienced team as your colleagues * An environment where we encourage learning and progress We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.