Technical Support Engineer, Tier 3 Support - API

Outreach•Atlanta, GA

1d•$85,000 - $105,000

About The Position

As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company. We are the face of Outreach and own that we are the voice of the customer. We are driven to recognize patterns and champion results - whether they be process updates, product investments or training for our own team. But every pattern begins with one conversation - and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves. We are seeking a customer-obsessed individual who possesses deep technology support experience, customer-facing expertise, and proven deep expertise with SaaS APIs to provide differentiated support services for the Outreach Platform. Tier 3 Technical Support engineers provide a crucial link between Technical Support, 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 Tier 3 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. This position will be supporting our east coast shift hours

Requirements

Minimum 5+ years of experience in Customer Support and/or Tech Support
Experience providing technical support to partners, developers, and administrators who build/support integrations leveraging SaaS APIs
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
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

Nice To Haves

2+ years providing Advanced API Support, Developer Support, and/or Custom Integration Solutions to customers
Experience with our technical stack: Ruby on Rails, Node.js , Elixir (or comparable functional language such as Golang), ElasticSearch, MySQL, AWS, Docker and Kubernetes.
Experience working with monitoring/logging tools such as DataDog, Kibana, or Splunk
You have CRM, VOIP/Networking, Exchange or other email provider experience
Experience utilizing and troubleshooting AI tooling
You’re a SFDC admin or equivalent experience
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/Dynamics, Gmail, Zendesk, Slack, VOIP, Jira, Tableau, Monitoring/Logging tools such Splunk, Kibana, DataDog, Wavefront, etc.

Responsibilities

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
Participate in an on-call rotation for any major issues or outages, especially during off hours
Achieve and maintain Subject Matter Expert (SME) status on assigned products/feature areas
Being a primary resource for API & Developer Support issues from internal & external customers

Benefits

Flexible time off
401k to help you save for the future
Generous medical, dental, and vision coverage for full-time employees and their dependents
A parental leave program that includes options for a paid night nurse, and a gradual return to work
Infertility/ assisted reproductive services benefit
Employee referral bonuses to encourage the addition of great new people to the team
Snacks and beverages in the Office, along with fun events to celebrate
Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

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