Technical Support Engineer

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
• Collaborating with teams across different departments
• Software tools and systems you’ll use daily: Outreach, MS 365, 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 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, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
• 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. Demonstrate ability to manage priorities in a fast-paced environment