About Outreach
Founded in 2014, Outreach is the only end‑to‑end AI Revenue Workflow Platform that enables sales leaders to gain connected visibility into accounts, actionable performance insights, and more accurate forecasting across every go‑to‑market team. Outreach uses agentic AI to power hundreds of sales use cases—from new prospecting to renewals and expansions—automating workflows so sellers can focus on higher‑value conversations and activities. Global companies such as SAP, Siemens, Snowflake, ZoomInfo, and Verizon rely on Outreach to drive their revenue operations. Learn more at https://www.outreach.io.

About the Team
As part of the Technical Support Engineering Team, you are on the front lines, interacting with more customers than anyone else at Outreach. You represent the company and act as the customer’s voice. You are motivated to spot patterns and drive change—whether it involves process improvements, product enhancements, or team training. Every pattern starts with a single conversation, and we approach each one with empathy, urgency, expertise, and respect.

The Role
We are looking for a customer‑focused individual with strong technical support experience, customer‑facing skills, and deep knowledge of SaaS APIs to deliver high‑quality support for the Outreach Platform. Tier 3 Technical Support Engineers connect Technical Support, Customer Success Managers, Client Engagement Managers, and Product & Engineering, advocating for bug fixes, enhancements, and process improvements that benefit all users. These team members serve as product and technical experts, mentoring the broader Support organization, collaborating with engineering groups, reviewing releases, improving documentation, and identifying issues and root causes that elevate the entire team’s performance.

As the final escalation point, the Tier 3 TSE communicates clearly, exercises strong judgment, and understands what both business and technical leaders need to know. They ensure alignment across teams, provide clear direction, and keep issues moving toward resolution.

This role requires being in the Atlanta office three days per week.

Your Daily Responsibilities
• Manage escalated and complex technical issues from customers
• Identify, confirm, and document bugs, collaborating with Engineering on triage and prioritization
• Support ongoing training and education for Technical Support Engineers
• Build and refine processes, tools, and training programs to improve support operations
• Work closely with Product and Engineering on new product development, representing customer workflows and needs
• Act as the primary contact for major customer accounts, coordinating with global support teams to deliver timely solutions
• Participate in an on‑call rotation for major incidents or outages
• Maintain Subject Matter Expert (SME) status for assigned product areas
• Serve as the go‑to resource for API and developer support issues for internal and external users

Our Vision of You
• 5+ years of experience in Customer Support and/or Technical Support
• Background supporting partners, developers, and administrators who build or maintain integrations using SaaS APIs
• Proactive and resourceful, with strong problem‑solving skills and the ability to identify process gaps and drive change
• Able to explain technical issues to non‑technical audiences, including executives
• Technically fluent, curious, and passionate about working in a fast‑moving tech environment
• Quick learner who enjoys solving complex problems
• Takes ownership of escalated issues and drives them to resolution
• Strong team player with leadership potential

Preferred Qualifications
• 2+ years in advanced API support, developer support, or custom integration work
• Experience with technologies such as Ruby on Rails, Node.js, Elixir (or similar languages like Go), ElasticSearch, MySQL, AWS, Docker, and Kubernetes
• Experience with monitoring and logging tools like DataDog, Kibana, or Splunk
• Experience with CRM, VOIP/Networking, Exchange, or other email systems
• Familiarity with AI tools and troubleshooting
• Salesforce admin experience or similar
• Experience supporting enterprise customers
• Understanding of sales roles, processes, and workflows
• SaaS product support background
• Experience with domain management (such as creating CNAMEs)
• Strong knowledge of networks and telephony systems
• Experience working with machine learning
• Familiarity with tools like Salesforce/Dynamics, Gmail, Zendesk, Slack, VOIP systems, Jira, Tableau, and monitoring/logging tools

Compensation
$85,000–$105,000 per year. Additional compensation may include bonuses, incentive pay, restricted stock units, and benefits. Actual pay depends on skills, experience, and location, as Outreach uses a location‑based compensation structure.

Why You’ll Love Working Here
• Flexible time off
• 401(k) plan
• Comprehensive medical, dental, and vision coverage for employees and dependents
• Parental leave program with options like a paid night nurse and phased return‑to‑work
• Infertility and assisted reproductive services coverage
• Employee referral bonuses
• Office snacks, beverages, and celebratory events
• Diversity and inclusion programs, including resource groups such as Outreach Women’s Network, Latinx Community, Outreach Black Connection, AAPI Community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Outreach is an equal opportunity employer. All applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

We believe diverse backgrounds and experiences strengthen our teams. We hire whole people—not just resumes—and encourage applicants from underrepresented groups to apply, even if they do not meet every requirement. We want to meet you.