Outreach · 22 hours ago
Technical Support Engineer, Tier 3 Support - API
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $105K/yr
5+ years expOutreach is a leading AI Revenue Workflow Platform that empowers sales leaders with enhanced insights and automation. The Technical Support Engineer, Tier 3 Support will provide critical support for the Outreach Platform, acting as a liaison between various teams and ensuring customer issues are resolved efficiently.
Artificial Intelligence (AI)CRMEnterprise SoftwareSaaSSalesSales Enablement
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
Qualification
Required
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
Preferred
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
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
Company
Outreach
Outreach is a sales engagement platform that uses AI for predictive analytics as it relates to sales.
501-1000 employees
H1B Sponsorship
Outreach has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (9)
2023 (13)
2022 (28)
2021 (15)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$489.02MKey Investors
Sands Capital VenturesLone Pine CapitalSpark Capital
2022-06-01Secondary Market
2021-07-15Secondary Market
2021-06-02Series G· $200M
Leadership Team
Abhijit Mitra
Chief Executive Officer
Jim Lee
VP Revenue Strategy
Recent News
2025-11-21
Company data provided by crunchbase