Technical Support Engineer

United States·SeattleFull-Timemid

Technical Support EngineerCustomer

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Overview

About Outreach Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence,

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Technical Support EngineerCustomer

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company. We are the face of Outreach and own that we are the voice of the customer. We are driven to recognize patterns and champion results - whether they be process updates, product investments or training for our own team. But every pattern begins with one conversation - and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves.

The Technical Support Engineer is the face of Outreach and the voice of the customer. You help customers get their business back on track and advocate to help them achieve their goals. This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help.

Working both independently and as a team, in a fast paced environment, directly with our customers
Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
Providing articulate, high quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices
Collaborating with teams across different departments
Software tools and systems you’ll use daily: Outreach, MS 365, FreshDesk, Slack, Salesforce, Twilio, Datadog, Sendgrid, G-suite

1-3+ years of technical support experience supporting a SaaS platform or Bachelor’s degree in related field
Excellent Written and Verbal communication skills
You have a demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers. You have a high attention to detail and you don’t just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again.
You understand sales, you’re technical, communicate clearly, are driven for those around you (customers, peers, yourself) to excel and are ready to have a lot of fun in the process
Experience with the technologies we use, including some, but not limited to: Outreach, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, Datadog, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
We are seeking customer obsessed individuals with technology support and customer facing expertise to provide differentiated support services for the Outreach Platform
Able to work independently and make decisions. Demonstrate ability to manage priorities in a fast-paced environment

Why You’ll Love It Here

• Flexible time off

• 401k to help you save for the future

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• A parental leave program that includes options for a paid night nurse, and a gradual return to work

• Infertility/ assisted reproductive services benefit

• Employee referral bonuses to encourage the addition of great new people to the team

• Snacks and beverages in the Office, along with fun events to celebrate

• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.