Technical Support Engineer

About Outreach Founded in 2014, Outreach 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. 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 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. Location: This role is hybrid and will be based 1‑2 days each week in our Seattle office. Your Daily Adventures Will Include 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 Software tools and systems you’ll use daily Outreach, MS365, FreshDesk, Slack, Salesforce, Twilio, Datadog, Sendgrid, G‑suite Our Vision of You 1‑3+ years of technical support experience supporting a SaaS platform or Bachelor’s degree in a 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 MSDynamics BMC Remedy ServiceNow Freshworks RingCentral 8X8 Candidate Profile 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. Demonstrated 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 Equal Employment Opportunity 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. #J-18808-Ljbffr