Technical Support Specialist

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 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)

Technical Support Specialist

Foundry

Job Summary  The Technical Support Specialist is a hands-on member of a small, collaborative IT team, responsible for delivering high-quality end-user computing support across the EMEA region. This mid-level role is primarily desktop-focused, covering hardware, software, and endpoint management for users across multiple countries and time zones. The ideal candidate brings 3-6 years of progressive desktop support experience, is comfortable working autonomously across a distributed region, and takes pride in delivering a consistently excellent user experience.  Key Responsibilities  Desktop Support & Troubleshooting  * Provide hands-on and remote desktop support to end users across EMEA, covering hardware, software, peripherals, and connectivity issues.  * Diagnose and resolve problems with laptops, desktops, docking stations, printers, and AV/conferencing equipment.  * Perform root cause analysis on recurring issues and implement lasting fixes or documented workarounds.  * Coordinate with vendors and third-party teams for hardware replacements, warranty claims, and software licensing.  Endpoint & Desktop Administration  * Manage the full lifecycle of end-user devices imaging, deployment, configuration, refresh, and decommission across EMEA sites.  * Administer user accounts, permissions, and policies across Azure AD / Entra ID, and Microsoft 365.  * Deploy, patch, and maintain endpoint security using MDM/UEM tools (Intune, JAMF).  * Troubleshoot local and remote connectivity issues, including VPN, Wi-Fi, and office network access.  * Support the rollout of new hardware, OS upgrades, and standard software packages across the region.  Collaboration & Cross-Team Engagement  * Work closely with global IT, Infrastructure, Security, and HR teams on incidents, projects, and regional initiatives.  * Participate in incident reviews and contribute corrective action plans to prevent recurrence.  * Act as the regional IT point of contact for EMEA offices, building strong relationships with local stakeholders and office managers.  * Support onboarding and offboarding workflows across EMEA, including device provisioning, account setup, and access management.  Documentation & Knowledge Management  * Maintain detailed incident records, troubleshooting steps, and resolutions in the ITSM platform.  * Author and review knowledge base articles, runbooks, and SOPs to enable self-service and faster resolution across the team.  * Identify patterns in support demand and recommend system, process, or training improvements.  Team Contribution & Continuous Improvement  * Share knowledge openly within the team through documentation, informal coaching, and collaborative problem-solving.  * Lead or contribute to team training sessions, knowledge-transfer workshops, and technology walkthroughs.  * Ensure adherence to IT policies, security standards, and data protection requirements.  Required Skills & Qualifications  Experience  * 3–6 years in a desktop support, end-user computing, or field IT support role with increasing responsibility.  * Experience supporting users across multiple sites or countries, ideally within the EMEA region.  Technical Skills  * End-User Hardware: Laptops, desktops, docking stations, printers, mobile devices, and AV/conferencing equipment.  * Operating Systems: Advanced proficiency with Windows 10/11 and macOS. Linux is a plus.  * Microsoft 365: Outlook, Teams, SharePoint, OneDrive confident supporting and troubleshooting the full suite.  * Identity & Access: Active Directory, Azure AD / Entra ID, Group Policy, and SSO integrations.  * Endpoint Management: Intune, JAMF, for device enrolment, compliance, and patch management.  * Networking Basics: VPN, Wi-Fi, DNS, DHCP enough to isolate and resolve common connectivity issues.  * ITSM Tools: Solid understanding of ITSM processes (incident, request, change management) is essential; we use Jira Service Management and will support the right candidate in getting up to speed with the platform.  * Languages: English required; additional EMEA language(s) a strong advantage.  Soft Skills  * Clear verbal and written communication in English, able to support users of varying technical backgrounds across different cultures.  * Strong diagnostic and problem-solving skills with a calm, user-first attitude.  * Comfortable managing multiple requests across different time zones and office locations.  * Self-directed and reliable, able to operate with autonomy as the regional IT presence.  Education  * Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.   Preferred Skills & Certification  * Certifications: CompTIA A+, Network+; Microsoft MD-102 (Endpoint Administrator); ITIL Foundation v4.  * Cloud & M365: Familiarity with Microsoft Azure, Intune, and Microsoft 365 administration.  * Cybersecurity: MFA, endpoint security, phishing awareness, and device compliance enforcement.  * Automation: Basic PowerShell scripting for user provisioning, reporting, or device management tasks.  * Languages: Additional European languages.

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 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)