What is the salary for this Technical Support Engineer, Tier 3 Support - API role?

Salary information is not publicly listed for this position. Apply directly to discuss compensation with Outreach.

Where is this Technical Support Engineer, Tier 3 Support - API position located?

This is an on-site position at Outreach located in Atlanta, GA.

How do I apply for this Technical Support Engineer, Tier 3 Support - API job at Outreach?

Click the 'Apply' button on this page to be redirected to Outreach's application portal. Make sure to have your resume ready and tailor your application to highlight relevant experience.

Outreach is actively hiring for Support roles. Visit the company page to see all open positions and learn more about working at Outreach.

Technical Support Engineer, Tier 3 Support - API

Outreach Atlanta, GA 2 days ago

support

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.