Technical Support Specialist

Attio; Coffs Harbour City Council; Remote; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Equity

12% Superannuation

25 days holiday

Apple hardware

Enhanced family leave

Team off-site

Job summary

Attio is seeking a Technical Support Specialist to own APAC regional inquiries, diagnose complex API and integration issues, and guide customers through automation workflows. You will troubleshoot webhooks, APIs, and third-party apps while delivering exceptional support across channels.

You’ll collaborate with Product and Engineering to surface insights, improve documentation, and expand Attio’s AI-powered capabilities.

Qualifications

• 2+ years in a technical or SaaS customer support role, startup or high-growth setting.
• Strong depth in troubleshooting APIs, integrations, and workflows, with log analysis.
• Experience supporting automation tools (Zapier, Make, n8n) or building automations.
• Interest in AI-powered workflows and modern tooling.
• Ability to work autonomously and make decisions in a dynamic environment.
• Clear written and verbal communication with customers and cross-functional teams.
• Empathy for customers and a drive to deliver high-quality solutions.
• Proactive, detail-oriented, and lifelong learner attitude.
• Collaborative mindset to partner with Support, Product, and Engineering.

Responsibilities

• Provide fast, high-quality support across email, chat, and video, maintaining CSAT and SLAs.
• Diagnose and resolve complex issues across Attio’s API, webhooks, SDKs, and integrations.
• Investigate issues spanning Attio and third-party platforms; triage before Esc to Engineering.
• Advise on and troubleshoot customer-built automations (Zapier, Make, n8n) and Attio workflows.
• Troubleshoot MCP server connections and AI-powered workflow integrations.
• Own APAC regional technical support inquiries with autonomy.
• Surface recurring issues and feedback to Support, Product, and Engineering.
• Contribute to Help Center content and internal docs for better workflows.
• Develop deep product knowledge of Attio APIs and integrations.

Skills

API troubleshooting

Integrations

Logs debugging

Independent operator

Excellent communication

Customer empathy

Curiosity & initiative

Collaborative mindset

Tools

Zapier

Make

n8n

Job description

Job Description

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.

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.

This is Attio’s first hire in the APAC region, offering a unique opportunity to help establish our presence in Australia. As such, we’re looking for a self‑starter who’s comfortable working autonomously, taking ownership, and navigating ambiguity in a fast‑paced environment.

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, high‑quality support across email, chat, and video, maintaining strong CSAT and meeting SLAs across APAC hours.

Advanced technical troubleshooting: Diagnose and resolve complex issues across Attio’s API (REST payloads, authentication, error handling), webhooks, SDKs, and integrations — identifying root causes rather than surface‑level fixes.

Multi‑system debugging: Investigate issues spanning Attio and third‑party platforms, interpreting logs, error‑outputs, and system behaviours to triage effectively before escalating to Engineering.

Automation & workflow support: Advise on and troubleshoot customer‑built automations (e.g. Zapier, Make, n8n), diagnosing failures and recommending improvements, while supporting equivalent builds within Attio’s native workflows.

AI & integrations support: Troubleshoot MCP server connections and support customers integrating Attio into AI‑powered workflows and toolchains.

Autonomous regional ownership: Act as the primary technical support contact for APAC, independently managing a wide range of queries — from foundational product questions to complex technical investigations.

Customer advocacy: Surface recurring issues, patterns, and product feedback from the APAC region, acting as the voice of the customer to Support, Product, and Engineering.

Process and knowledge improvement: Contribute to Help Center content, internal documentation, and support workflows, continuously improving how we operate.

Product mastery: Build deep expertise in Attio’s product, APIs, and integrations, staying ahead of new features to support customers with confidence.

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 technical support or customer support role within SaaS, ideally in a startup or high‑growth environment.

Strong technical depth: Experience troubleshooting APIs, integrations, and workflows; comfortable working with logs, debugging issues, and understanding system behaviour.

Automation experience: Familiarity with tools such as Zapier, Make, or n8n — either supporting customers or building automations directly.

AI & modern tooling curiosity: Experience with AI‑powered workflows and emerging technologies.

Independent operator: Comfortable working autonomously, making decisions, and managing complex issues without constant oversight.

Excellent communication: Able to explain complex technical concepts clearly and concisely, both written and verbally.

Customer empathy: Strong instinct for understanding customer needs and delivering thoughtful, high‑quality solutions.

Curiosity and initiative: Proactive, detail‑oriented, and motivated to continuously learn and improve.

Collaborative mindset: Works effectively with Support, Product, and Engineering to deliver a seamless customer experience.

What we offer

• Equity in an early‑stage tech company on an incredible trajectory
• 12% Superannuation contribution
• 25 days holiday plus local public holidays
• Apple hardware
• Enhanced family leave
• Team off‑site in fun places! (We've been to Barcelona, Lisbon, Malta, and Split so far)

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 Specialist 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)