• Act as the operational bridge between the Service Delivery Manager and functional delivery teams. • Ensure service levels, KPIs, and contractual obligations are consistently met. • Support the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives. • Serve as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management. • Produce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity. • Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance. • Participate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager. • Provide service performance insights, trend analysis, and improvement recommendations to client stakeholders. • Build trusted relationships with client operational leads, ensuring alignment between business needs and service delivery. • Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence • Manage backlog, ageing tickets, and escalation handling • Oversee Major Incident coordination and communication • Ensure Problem Management activities reduce repeat incidents • Manage service delivery across multiple clients, balancing competing priorities and ensuring effective allocation of shared resources • Manage prioritisation between BAU support activities and minor enhancements (run vs change) • Monitor incident and request volumes, escalation trends, and service performance. • Provide input into dashboards, reports, and forecasting models to support proactive service management. • Drive continuous improvement initiatives in collaboration with the Service Delivery Manager and Director of Managed Services. • Ensure ITIL-aligned processes are embedded and followed across delivery teams. • Identify gaps in process adherence and recommend improvements. • Understand, comply with and actively promote adherence to ISO27001 and ISO9001 policies and procedures. • Line-manage nearshore and onshore delivery resources, including performance management, coaching, and career development. • Conduct regular 1:1s, feedback sessions, and performance reviews. • Foster a culture of accountability, collaboration, and continuous improvement within the team. • Support workforce planning, onboarding, and training of new team members. • Act as the escalation point for team-related issues, ensuring staff are supported and motivated. • Work closely with Function Leads to align delivery priorities, resource allocation, and escalation handling.

Role Description Charlie Health is seeking a Staff IT Engineer to join our IT Engineering team. This is a senior individual contributor role for an engineer who thinks in systems, builds for scale and brings software engineering practices into modern enterprise IT. This role is closer to platform engineering, DevOps, infrastructure engineering and internal tools than traditional IT support. The Staff IT Engineer will build and improve the platforms that power Charlie Health’s: - Employee lifecycle - Identity architecture - Endpoint trust model - SaaS ecosystem - Automation strategy - AI-enabled operating model Our IT organization treats IT as a product function. We value ownership, measurable outcomes, automation, reliability and continuous improvement. This role will help define technical direction, establish durable engineering patterns and raise the quality of IT systems through hands-on technical leadership. Charlie Health is also building toward an AI-native operating model. This role will partner with Engineering as it builds AI-enabled systems, including: - Agentic workflows - Multi-agent systems - Agentic swarms Focus will be on secure identity, access, governance, logging and auditability. Qualifications - 7+ years of experience in IT engineering, infrastructure engineering, platform engineering, DevOps, systems engineering or a closely related technical discipline. - Strong scripting or software development experience using Python, Bash or similar languages. - Experience building integrations using REST APIs, webhooks, JSON, service accounts and API authentication patterns. - Strong experience with identity and endpoint platforms such as Okta, Jamf Pro, Microsoft Intune, Google Workspace or Microsoft 365. - Strong understanding of least privilege access, device trust, conditional access, non-human identity governance, auditability and Zero Trust principles. Requirements - Experience with SaaS automation or iPaaS platforms such as Workato, Okta Workflows, or similar tools. - Experience with infrastructure-as-code, configuration-as-code, AWS, Lambda, IAM, Linux administration or GitHub Actions. - Experience supporting enterprise AI platforms, agentic AI workflows, AI-enabled automation or internal AI tooling. - Familiarity with AI governance concerns such as agent identity, tool access, data boundaries, human-in-the-loop controls and AI activity logging. - Experience in healthcare, regulated environments, high-growth startups or rapidly scaling enterprise IT organizations. Benefits - Comprehensive benefits for all full-time employees.

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 (Eastern Time) Location Requirement While this is a remote role, we are only able to consider candidates who are currently based in New York, New Jersey, or Florida. About the roleOur 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 doIn 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 bringWe’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)

• Own the leadership and management of the IT category function across the group • Drive and shape category strategies that deliver tangible and sustainable savings across the business • Deliver value and exceptional service to internal customers • Manage the IT procurement team in delivering value, reducing risk, and simplifying procurement processes across a complex technology environment • Work closely with strategic IT suppliers, manage diverse procurement requirements, drive sourcing and contract management activities • Develop strong commercial partnerships that support the organisation's technology objectives • Act as a core member of the Group procurement leadership team supporting broader business strategy and delivery of business objectives