Attio, an AI-native CRM used by various GTM teams, has experienced rapid growth, doubling its headcount over the past year, which has highlighted the natural tension between support and engineering teams. Elyse Mankin, Attio's Head of Support, and Philip Beevers, VP of Engineering, discuss how they maintain a productive relationship as the company scales. They emphasize building empathy by having new employees spend time in support roles, fostering trust through shadowing and incident drills, and ensuring clear communication to reduce ambiguity during tense moments. Both leaders advocate for ongoing experimentation with AI tools but caution against doing so mid-incident. Looking ahead to 2026, they aim to implement 24/7 support, viewing it as a shared responsibility between support and engineering, underlining the need for coordinated service delivery.