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Senior Technical Support EngineerUnited States

Senior Technical Support Engineer

United States

What We Do
Outreach is a communication platform built from the ground up to help people communicate more effectively. Today we focus on the sales organization, helping them engage with their prospects and customers through email, calling and LinkedIn communication flows. To put it into perspective, our customers spend the majority of their day living inside our software, relying on it to be more effective communicators with their audience. We think it's pretty cool that we get to build the communication platform of the future.

Outreach was founded in 2014, and we are now over 200 employees strong. Since our first days learning about how people communicate, we became obsessed with understanding our customers' problems and, as a result, we've built by far the most loved product on the market, and have won the hearts and minds (and business) of companies around the world.

While we've been busy creating a product that our users cherish, we've received over $30 million in venture funding and we've been recognized as:

Seattle Best Places to Work 2017
Forbes Next Billion Dollar Companies 2017
Seattle Business Tech Impact SaaS Award 2017
Outreach is currently the second fastest growing SaaS company in history. We aren't slowing down anytime soon.

Who We Are
Our company is headquartered in Seattle, but we also have an office in San Francisco and in Tampa (both for sales and marketing). If you speak to us, you'll probably see that across any geography, across all our roles and departments, at our heart we are a large group of like-minded individuals working toward a common goal, pushing each other to be better tomorrow than we were today.

We're a team of problem solvers and overachievers who seek out others who are also passionate and relentless at their respective crafts. We want to work with people who are ready to buckle up and be a part of an incredible ride. We work hard - not because we're told to - but because we genuinely love what we do.

We push each other to be best in class at whatever we do, to remain humble, and to run through brick walls to accomplish our goals. If you join us, we'll give you ownership and challenges, and the team support and encouragement to help you hit your personal goals. We'll be stronger together.

The Role
As a senior member of the Technical Support Engineer Team, you are the proactive front line and face of Outreach. You interact with our customers daily and make them better at what they do while improving our product. Being a Technical Support Engineer will require you to come up to speed on the product quickly. You will work with customers to ensure they experience the full power of our tools, providing training/adoption and working across teams to better our product.

Senior Technical Support Engineers provide a crucial link between Customer Success Managers, Client Engagement Managers, and Product & Engineering. By operating in both the Engineering and Success realms, TSEs drive the ongoing improvement of Outreach products, services, and user experience.

Your Daily Adventures Will Include
Working with customer resources to successfully support and triage Outreach tickets
Handling escalated and complex technical issues from customers
Characterizing, validating, and documenting bugs
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
Implementing supplemental QA testing and test plan validation
Providing on-site technical support for critical customers
Collaborating closely with Product Management and Engineering on new product development
Serving as a single point of contact for large customer accounts, while leveraging a broader supporting team across the world to deliver quick and effective solutions to customer issues
Our Vision Of You
BA/BS degree required
3-5 years of experience in Customer Service and/or Tech Support
Go-getter: you're eager, resourceful, and put your problem solving skills to the test
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
A plus if...

You've supported enterprise customers
You're a SFDC admin
You know Exchange like the back of your hand
You have SaaS product support experience
You have experience with the technologies we use, including...

Why You'll Love It Here
You'll get a chance to make history at one of the fastest growing startups in the nation
100% medical, dental and vision coverage for full-time employees
Unlimited PTO, competitive salaries, 401k, commuter benefits, professional development opportunities, paid volunteer days, and company outings
Diversity and inclusion programs including unconscious bias training and employee resource groups
Incredible parental leave program (up to 10 weeks for new parents, night nurses, dinner deliveries and more!)
Generous employee referral bonuses
You can bring your well-behaved fur babies to work
Unlimited snacks in our state of the art kitchen

I'm interested

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