Technical Support Engineer

| Seattle
The Role
As a member of the Technical Support Engineering 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.
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 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
• Unlimited PTO (and people actually use it!)
• 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

Read Full Job Description

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

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
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
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.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
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
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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