Technical Support Engineer, Tier 3 Support - API

Outreach • Atlanta, GA

3d • $85,000 - $105,000 • Onsite

About The Position

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees