Senior Technical Support Engineer
The Role
We are seeking customer obsessed individuals with deep technology support and customer facing expertise to provide differentiated support services for the Outreach Platform.
Senior Technical Support Engineers provide a crucial link between 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 Sr. 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.
The Sr. TSE is expert, urgent, clear and committed to a great customer experience as well as the “win” for the entire team.
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
- Being on weekly call periodically for any major issues, especially during off hours
- Achieve and maintain Subject Matter Expert (SME) status on assigned products/features
Basic Qualifications
- BA/BS degree
- Experience working with databases and writing SQL queries
- Minimum 5-7 years of experience in Customer Service and/or Tech Support
- Experience with our technical stack: Ruby on Rails, Node.js, Elixir (or comparable functional language such as Golang), ElasticSearch, MySQL, AWS, Docker and Kubernetes.
- You have Salesforce/ CRM, voice/ networking, Exchange or other domain expertise
- You’re a SFDC admin or equivalent experience
- 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
- Experience extracting, querying and understanding how to optimize queries with Snowflake
- 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
- 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
- Salesforce
- Outreach
- Gmail
- Zendesk
- Slack
- VOIP
- Jira
- Tableau
- Monitoring/Logging tools such Splunk, Kibana, DataDog, Wavefront, etc.
You have experience with the technologies we use, including...
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• 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 (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn'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 (once we're back in the office, that is!)
• We’re 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
Read Full Job Description
