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Outreach is the only complete agentic AI platform for revenue teams, founded in 2014. The company powers hundreds of use cases across revenue motions—from new logo prospecting to expansions, deal acceleration, retention, and forecasting—for world-leading enterprises including Databricks, SAP, Siemens, and Verizon.
As a Technical Support Engineer Tier 3, you will serve as the primary escalation point for advanced technical support issues. You will be a subject matter expert in at least one product-functional area and conduct advanced troubleshooting across broader product areas. Your responsibilities include:
• Serve as the primary point of escalation for technical support issues requiring advanced troubleshooting, accurate reproduction, log analysis, and technical context
• Act as a subject matter expert in at least one product-functional area and conduct advanced troubleshooting across the broader product
• Serve as the technical escalation point and customer advocate with Outreach's Product Engineering team
• Regularly resolve moderately complex customer problems requiring investigation across multiple systems, logs, configurations, or workflows
• Participate in the incident response rotation throughout the entire incident lifecycle, including detection, management, customer communications, and root cause analysis
• Take ownership of escalations from frontline support teams, employing methodical troubleshooting to identify, triage, and resolve customer issues
• Contribute to operational process improvements, mentor team members, and identify recurring support trends
• Deliver SME/Support Stakeholder feedback throughout product release readiness activities
• Contribute to enablement activities including KB article creation, mentoring, and swarming duties
• Develop skillset around leveraging AI tools to accelerate troubleshooting, issue resolution, and enablement
• Balance reactive escalation handling with proactive identification of product gaps, documentation improvements, and customer experience enhancements
• Meet or exceed most Support Scorecard metrics while contributing to support content, internal documentation, and process refinement
You will work in a collaborative environment supporting enterprise SaaS customers and partnering closely with product engineering teams.
REQUIREMENTS:
• 2–5 years of technical support or production-support experience, demonstrating increasing scope and impact in supporting customers in complex SaaS/Enterprise software environments
• Demonstrated ability to independently investigate and resolve moderately complex issues spanning multiple systems, logs, and configurations
• Working knowledge of Authentication Protocols/SSO such as SAML and OAuth
• Working knowledge of REST API and testing tools such as Postman
• Working knowledge of networking fundamentals
• Experience participating in incident response
