Support Engineer

• Lead and develop a team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession.
• Ensure the team consistently delivers fast, thoughtful, and technically sound support while maintaining high customer satisfaction.
• Partner with the team to resolve complex customer issues, working closely with Product and Engineering to drive timely resolutions and improve the customer experience.
• Represent the voice of the customer across the company, surfacing feedback and identifying trends that inform product and operational decisions.
• Build scalable systems, workflows, and support processes that reduce friction, improve quality, and enable the team to grow effectively.
• Collaborate with Product, Engineering, Marketing, and Operations to improve customer outcomes and contribute to the product roadmap.
• Own team performance, reporting on key support metrics and driving continuous improvement.

Technical Support Manager

• Diagnose and resolve escalated Tier 2 issues related to SIP signaling, call routing, and FreeSWITCH platform behavior
• Analyze SIP traces, RTP streams, and FreeSWITCH logs to identify root causes of call quality, registration, and interoperability issues
• Troubleshoot network-layer issues affecting voice traffic, including packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations
• Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry in support of issue resolution
• Maintain and document internal runbooks, troubleshooting guides, and known-issue resolutions
• Collaborate with engineering and product teams on platform issues, bugs, and feature requests
• Provide technical mentorship and training to Tier 2 support engineers
• Support carrier and vendor integration troubleshooting (SIP trunks, gateways, UCaaS platforms)

Technical Support Engineer II

• Provide fast, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours.
• Diagnose, reproduce, and resolve product issues; document bugs and work closely with our Engineering team to ensure timely resolutions.
• Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering.
• Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; refine support processes to make the customer experience even smoother.
• 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.
• Work closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and contribute to a culture of operational excellence.
• 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.

Technical Support Specialist

• Triage, troubleshoot and resolve technical issues related to our smart locker systems
• Provide local field support teams with troubleshooting steps and advice via email, chat messaging systems and/or support ticket replies (ticketing systems)
• Work closely with Engineering Support team and local Operational teams, to report issues, solutions and escalate complex issues to the appropriate teams
• Document technical issues and solutions in the internal knowledge base system
• Based on the experienced support process, provide feedback and suggest improvements to the product and its support process.

• Investigate, troubleshoot, and support resolution of technical issues
• Communicate clearly with users and stakeholders to guide issue resolution
• Provide timely and professional support to help maintain a positive user experience
• Contribute to documentation and continuous improvement of support processes and knowledge bases
• Collaborate with engineering and product teams to address more complex issues
• Support ongoing communication with internal or external stakeholders as needed
• Participate in an on-call rotation to support service continuity

Technical Support Engineer

• Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome.
• Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
• Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products.
• Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone.
• Records requests for service and actions taken using both computerized and manual documentation systems to provide historical service records.
• Create articles in Knowledge Management System.
• Drive resolution of all system performance issues until an acceptable solution is identified and implemented or it is determined to escalate the call.
• Facilitate technical requests from field engineers and distributors.

• Provide email and live technical support to enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages.
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to appropriate Engineering team.
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current customer issues.
• Work to streamline and improve various Support and Engineering processes, author internal run-books or public documentation, and help team improve efficiency and effectiveness.

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