Senior Software Engineer (Backend), Technical Support

The Role

As a Backend Software Engineer in the Support Team at Outreach, you will have the opportunity to leverage AI and cutting-edge technologies to empower Outreach’s Technical Support Engineers (TSEs) to deliver excellent customer service at scale.
This role will design, build, and own backend features for an AI-powered support troubleshooting platform. This includes implementing AI tools that improve TSE efficiency, automate workflows, and integrate disparate tools into a unified interface. This role is for engineers who can deep-dive into complex technical problems, deliver incremental value, maintain a high quality bar, and own features end-to-end while collaborating closely with peers and senior engineers.

About the Team

The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience

Basic Qualifications::
• Design, build, and maintain backend services using Python.
• Own features end-to-end, from design through implementation and production support.
• Build and evolve RESTful APIs used by frontend, 3rd party integrations and internal consumers.
• Implement pipelines to ingest and process unstructured and semi-structured data, including: email content, chat transcripts, call or meeting transcripts, internal documentation
• Contribute to GenAI workflows such as retrieval, summarization, and reasoning.
• Break down ambiguous requirements into incrementally deliverable solutions.
• Identify performance bottlenecks and scalability concerns early.
• Respond to changing requirements efficiently and responsibly.
• Write well-tested, production-quality code
• Participate actively in code reviews, both as author and reviewer.
• Ensure code meets standards for readability, maintainability, and correctness.
• Follow established patterns for logging, error handling, and testing.
• Help maintain backend services in production.
• Add appropriate logging and monitoring.
• Debug and resolve production issues with a strong sense of ownership.
• Handle sensitive data responsibly and follow secure coding practices.
• Work closely with other engineers to deliver cohesive solutions.
• Communicate technical trade-offs clearly.
• Contribute positively to team culture and shared ownership

Our Vision of You::
• 4-6 years of backend software engineering experience.
• Strong hands-on experience building backend systems in Python.
• Experience designing and consuming RESTful APIs.
• Good understanding of relational databases and NoSQL databases and data modeling.
• Experience working with distributed or service-oriented systems.
• Familiarity with any one of the cloud environments (AWS, Azure, or GCP).
• Experience working in teams that practice: code reviews, continuous integration and deployment, shared ownership of services
• Ability to independently own features and deliver them to production
• Experience working with unstructured data at scale.
• Exposure to GenAI / LLM-based systems.
• Experience with async processing, message queues, or background jobs.
• Experience building internal platforms or productivity tools