Senior Technical Support Engineer

| Seattle
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
  • You have experience with the technologies we use, including...
  • Salesforce
  • Outreach
  • Gmail
  • Zendesk
  • Slack
  • VOIP
  • Jira
  • Tableau
  • Monitoring/Logging tools such Splunk, Kibana, DataDog, Wavefront, etc.

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

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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