The Role

As a member of the Technical Support Engineering Team (APAC), 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 (APAC) 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.

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

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

• Working the APAC shift (Sunday - Thursday 3pm - 12am PST)
• Working with customer resources to successfully triage Outreach support tickets
• Providing responsive and exceptional support to new and existing customers
• Supporting our Outreach customers via email, chat, and phone
• Capturing client feedback, and participating in product issue resolutions and product enhancement efforts
• Leading by example in delivery of the industry’s best customer support experience
• Assisting and guiding customer support requests to completion

Basic Qualifications

• Minimum 3 years of technical support, system implementation/administration experience
• BS degree in Engineering or Computer Science
• 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
• You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

• 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:

• Outreach
• Gmail
• Zendesk
• Salesforce
• Exchange
• Slack

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen