Technical Support Manager

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 Specialist, you’ll be the trusted voice of Attio to our customers — helping them solve problems, unlock value, and feel supported every step of the way. You’ll troubleshoot technical issues, share product best practices, and act as the customer’s advocate across teams. This is a role for someone who thrives on problem-solving, loves getting into the details, and finds genuine satisfaction in turning a complex issue into a seamless experience. You’ll play a key role in maintaining the standards that make our customers love Attio — and help us set a new benchmark for excellence in B2B SaaS support. WHAT YOU'LL DO In this role, you’ll take ownership of the technical and operational processes that keep our customers successful. You’ll combine empathy, product expertise, and clear communication to deliver best-in-class support. * Customer support excellence: Provide fast, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours. * Technical troubleshooting: Diagnose, reproduce, and resolve product issues; document bugs and work closely with our Engineering team to ensure timely resolutions. * Customer advocacy: Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering. * Process and knowledge improvement: Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; refine support processes to make the customer experience even smoother. * Product mastery: Build and maintain a deep understanding of Attio’s functionality, APIs, and integrations, staying ahead of upcoming releases and new features to support customers with confidence. * Team collaboration: Work closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and contribute to a culture of operational excellence. * Consultative guidance: Partner with customers to deeply understand their goals, workflows, and data models. Provide strategic, scalable solutions that go beyond resolving immediate issues — helping them optimise processes, automate intelligently, and realise long-term value from Attio. (Bonus: experience providing live phone support or running customer workshops is a plus.) WHAT YOU’LL BRING We’re looking for a customer-obsessed problem solver who combines technical curiosity with empathy and a love for helping others succeed. * Proven experience: 2+ years in a customer support or technical support role for a SaaS product, ideally within a start-up or high-growth environment. * Technical capability: Confident troubleshooting APIs, AI, CRMs, and workflow tools (experience with Zapier, Intercom, and/or Linear is a plus). * Outstanding communication: Exceptional written and verbal communication skills; you’re able to explain complex topics with clarity, simplicity, and warmth. * Customer empathy: A genuine desire to understand customer needs and deliver solutions that go beyond expectations. * Curiosity and initiative: A proactive learner who dives deep to uncover root causes, stays ahead of emerging technologies, and continually expands their technical expertise to drive better outcomes for customers and the team. * Operational excellence: Highly organized, detail-oriented, and dependable — you thrive on process, follow-through, and delivering consistently high-quality work. * Collaborative mindset: A strong team player who enjoys working cross-functionally and contributing to a supportive, transparent, and high-performing culture. 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 * Core Interviews * Take-home technical exercise * 45-minute team panel interview to assess skills and collaboration style * 30-minute executive interview focused on impact and alignment with company goals * 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. The Vault Expansion team at Thought Machine is responsible for shaping and delivering the product strategy to enable Thought Machine to better serve banks currently facing challenges with older, "bank-in-a-box" platforms. As the Product Manager in the Lisbon Vault Expansion team, you will be responsible for building a portfolio of products that complete the Vault Platform, offering clients seamless experiences, and value adding functionality beyond Vault Core and Vault Payments. You’ll own the roadmap and delivery of products and applications in the Vault Expansion portfolio, and work closely with Go-to-Market and Engineering leadership to drive revenue and product delivery. You will work cross-functionally with partnerships, compliance, legal, and partner product teams to build key use cases to delight our clients. This role is suited to someone who can wear many hats, and can operate autonomously. As Thought Machine’s first Product Manager in Lisbon, you will be responsible for defining, building, and delivering products working in lockstep with the Vault Expansion engineering team based in Lisbon. You will also be expected to support our GTM and marketing teams to build lead generation campaigns, join client calls and help pitch and sell future products, work with sales engineers to define compelling demos, and manage key product partnerships to augment the product offering. This is a full-time, permanent position based in our Lisbon office, requiring four days a week onsite. This role will also require occasional travel to our HQ in London, as well as travel to support sales teams. Duties: * Own the roadmap: Work alongside an engineering team to define a product strategy and roadmap that achieves the highest level of product quality and supports our clients’ ambitions. * Drive growth and adoption: Partner with GTM teams to bring our products to market and ensure we see adoption and growth. * Be the voice of the customer: You will represent the customer internally - collecting and capturing feedback, pursuing the highest levels of quality and enabling engineering teams to be laser focused on solving customer problems. * Champion insight: Relentlessly seek out customer problems, develop deep understanding of our customers’ needs, plans and technology and industry trends in the market to ensure the Vault Platform continues to help clients innovate. * Be a Product Evangelist: Champion the Vault Platform and Expansion products externally and within Thought Machine, clearly communicate the scale of the ambition within our product vision and the new functionality that will excite and delight our clients. * Develop best practices: Help drive Product Management best practices and processes - working with Engineering Managers and teams to ensure adoption and alignment across Vault Payments. * Innovate: Discover net-new opportunities for our business and lead them from nascent stages to maturity. Requirements Essential * 5+ years of product management experience in a product-led technology company * A proven track record of building and launching new products into market * Able to think from first principles, debate ideas and rapidly learn new concepts * Strong client-facing interpersonal skills and equally strong ability to engage in technical conversations * Comfortable working with API-driven products or infrastructure * A keen eye for UI/UX design, and working with wireframing tools like Figma Desirable * Previous experience launching AI related features within products * Previous experience working in regulated industries such as banking or financial services * Previous experience as a software engineer or similar technical roles * Previous experience building enterprise software products * Previous experience building brand new products or working in a startup environment * Previous experience working with data engineering 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 five days a week onsite. We’re looking for an energetic and driven Office Manager to join our Lisbon team. The ideal candidate has a positive attitude, is keen to get stuck in, is passionate about delivering an amazing office experience and enjoys working with people. As Lisbon is a brand new location for Thought Machine, you will be responsible for the setup and smooth running of the space - delivering an incredible experience and fantastic environment for everyone to work. Duties: * Establish and scale the Lisbon office operations, providing operational support for a seamless employee experience. * Proactively manage space capacity, collaborating with Executives and department leads to design and maintain an optimum working environment as the team grows. * Oversee all office logistics, including porterage, internal moves, deliveries, and the management of suppliers * Own office financials and own budgets, working closely with the building management company, department lead and finance team. Drive cost savings at every opportunity. Be able to articulately report financial position at relevant forums. * Adhere to financial and procurement processes. * Collaborate with Security, Finance, Risk & Compliance, People, IT and Operations to uphold business continuity plans, security, and safety standards ensuring full alignment with Portuguese regulatory requirements. * Proactively manage and ensure compliance with all applicable regulatory standards at all times. * Manage internal facilities brand and communication, acting as a role model for Thought Machine, create an incredible environment for everyone. * Own all facilities processes and implement changes throughout the lifecycle - establishing standards, processing and metrics whilst continuously working to enhance the employee, client, visitor experiences. * Manage external vendors and ensure sufficient stock supplies. * Coordinate security passes, room bookings, and the client/visitor experience. * Lead/support cross-functional events and initiatives. * Be a custodian of Thought Machine culture, proactively contribute to and build a positive team environment. Requirements: Essential: * Fluent English and Portuguese and excellent verbal, written and interpersonal communications skills * Strong team focus with an “all hands on deck” approach * Positive, proactive, can-do attitude is essential along with the desire to add value * Ability to work in a fast paced environment, where processes and the working environment is constantly changing * Can-do spirit: Thought Machine is growing rapidly and new challenges arise every day. This is a role for someone who wants to roll up their sleeves up and dive in to new tasks, problem solving and delivering incredible results * Outstanding organisational and time management skills * Located in Lisbon, full time attendance in the office is required Desirable: * Experience in an Administrative / Office Support / Finance support role * Financial acumen and ability to manage team budgets. * Understanding, interpreting and presenting data using spreadsheets, presentations and other mediums. * Experience with Google Suite, Atlassian products (JIRA and Confluence), and Slack. 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.