Technical Support Engineer Tier 3 - London, UK

About Outreach
 
Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few. 

Your Daily Adventures Will Include

• Serve as the primary point of escalation for technical support issues requiring advanced troubleshooting, accurate reproduction, log analysis, and technical context


• Serve as a subject matter expert in at least one product-functional area, and be able to conduct advanced troubleshooting across the broader product functional areas


• Serve as the technical escalation point and customer advocate with Outreach’s Product Engineering team


• Regularly resolves moderately complex customer problems requiring investigation across multiple systems, logs, configurations, or workflows, applying structured analytical thinking to identify probable root causes


• Participate in the incident response rotation throughout the entire incident lifecycle, including incident detection, incident management, customer communications, and root cause analysis


• Regularly takes ownership of escalations from frontline support teams, employing methodical troubleshooting and support processes to efficiently 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, swarming duties


• Develop a skillset around leveraging AI tools to accelerate troubleshooting, issue resolution, 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

Required

• 2–5 years of technical support or production-support experience, demonstrating increasing scope and impact in supporting customers in complex SaaS/Enterprise software environment


• Demonstrated ability to independently investigate and resolve moderately complex issues spanning multiple systems, logs, and configurations


• Demonstrated ability to learn new and evolving technologies


• Experience partnering directly with Engineering teams on defect analysis, reproduction, and root-cause investigation


• Able to work independently on most assigned responsibilities, managing day-to-day priorities with limited oversight.


• Communicates clearly and proactively with internal and external stakeholders, providing structured, accurate status updates during troubleshooting and escalations


• Demonstrates sound judgment while balancing customer expectations, technical limitations, business priorities, and operational efficiency


• Experience with log analysis/observability tools such as Clickhouse, Grafana, Datadog, Splunk, etc

• Experience supporting CRM Platforms such as Salesforce or Microsoft Dynamics


• Experience with enterprise email systems & infrastructure, including troubleshooting email deliverability


• Experience with VoIP (Twilio), investigating call quality and related infrastructure and networking issues


• Experience with ticketing systems such as Freshdesk, Zendesk, JIRA


• Experience with AI tools such as Claude, Google Gemini, Atlassian ROVO, or similar


• Working knowledge of Authentication Protocols/SSO such as SAML and OAuth


• Working knowledge REST API and testing tools such as Postman


• Working knowledge of networking fundamentals


• Experience participating in incident response

This listing is from Lever. View original listing ↗