Technical Support Engineer, Tier 3 Support - API

About Outreach

Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organisations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io.

About the Team
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 Role
We are seeking a customer-obsessed individual who possesses deep technology support experience, customer-facing expertise, and proven deep expertise with SaaS APIs to provide differentiated support services for the Outreach Platform. Tier 3 Technical Support engineers provide a crucial link between Technical Support, Customer Success Managers, Client Engagement Managers, and Product & Engineering, advocating for bug, enhancement or process fixes that better the Outreach experience at large. The individuals act as product and technology SMEs, mentoring and training the Support org as needed, acting as liaisons with assigned engineering groups, vetting releases, championing documentation and identifying and addressing issues, patterns, and route causes that will make the whole team operate better.

As “the last line” in escalations, the Tier 3 TSE is a clear communicator, exercising great judgement and understanding what the business and technical leads need to know - translating up and down the chain and ensuring all parties are aligned, with clear actions and moving in the correct direction.

This position will be in office 3 days a week at our Atlanta office

Your Daily Adventures Will Include:
• Handling escalated and complex technical issues from customers
• Identifying, validating, documenting bugs, and working with Engineering to triage and prioritize Bug submissions
• Contributing to continuing education for Technical Support Engineers
• Developing and implementing processes, training programs, and tools that help increase the effectiveness of the Technical Support Department to ensure delivery of an optimal support experience
• Collaborating closely with Product Management and Engineering on new product development and representing customer workflows and overall customer voice
• Serving as a single point of contact for large customer accounts, while leveraging the broader supporting team across the world to deliver quick and effective solutions to customer issues
• Participate in an on-call rotation for any major issues or outages, especially during off hours
• Achieve and maintain Subject Matter Expert (SME) status on assigned products/feature areas
• Being a primary resource for API & Developer Support issues from internal & external customers

Our Vision of You:
• Minimum 5+ years of experience in Customer Support and/or Tech Support
• Experience providing technical support to partners, developers, and administrators who build/support integrations leveraging SaaS APIs
• Go-getter: You’re eager, resourceful, and put your problem-solving skills to the test. You also notice gaps in existing processes and can create and successfully implement change management
• Ability to communicate technical issues to non-technical individuals up to and including C level executives
• Tech Savvy: You utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team about to make history
• Quick: Energetic is your baseline, and you’re a fast learner. You love to figure out puzzles and take pride in your work
• Owner: You take control of escalated customer issues from front line support staff and see problems through to resolution
• Team Player: You strive for greatness and know that teamwork is the way to get there.
• You’re a natural leader, and see yourself growing as our team expands

Preferred Qualifications:
• 2+ years providing Advanced API Support, Developer Support, and/or Custom Integration Solutions to customers
• Experience with our technical stack: Ruby on Rails, Node.js, Elixir (or comparable functional language such as Golang), ElasticSearch, MySQL, AWS, Docker and Kubernetes.
• Experience working with monitoring/logging tools such as DataDog, Kibana, or Splunk
• You have CRM, VOIP/Networking, Exchange or other email provider experience
• Experience utilizing and troubleshooting AI tooling
• You’re a SFDC admin or equivalent experience
• You’ve supported enterprise customers
• You understand the sales industry, roles, processes and workflows
• You have SaaS product support experience
• Experience with domain management (creating Cnames)
• You have in depth experience with Networks and network-based Telephony
• You have experience working with machine learning
• You have experience with the technologies we use, including...Salesforce/Dynamics, Gmail, Zendesk, Slack, VOIP, Jira, Tableau, Monitoring/Logging tools such Splunk, Kibana, DataDog, Wavefront, etc.

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.