Technical Support Engineer- Global Tier 3 Support

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.
The Role
We are seeking customer obsessed professionals with deep technology support and customer facing expertise to provide differentiated support services for the Outreach Platform.  Senior Technical Support Engineers provide a crucial link between Customer Success Managers, Client Engagement Managers, and Product & Engineering, advocating for bug, enhancement or process fixes that better the Outreach experience at large.  They 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 Sr. TSE is a clear communicator exercising great judgment 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.  The Tier 3 TSE is an expert, urgent, clear and committed to a great customer experience as well as the “win” for the entire team. 
Location This is a hybrid position with the expectation of being in the Atlanta office 2-3 days per week. 

Your Daily Adventures Will Include

• Handling escalated and complex technical issues from customers
• Identifying, validating, documenting bugs, and working with Engineering to triage and prioritise 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
• Being weekly on call periodically for any major issues or outages, especially during off hours
• Achieve and maintain Subject Matter Expert (SME) status on assigned products/feature areas

Our Vision of You

• Minimum 5+ years of experience in Customer Service and/or Tech Support. Ideally you have 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 SplunkYou have CRM, VOIP/Networking, Exchange or other email provider experience is preferred.
• 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. You take control of escalated customer issues from front line support staff and see problems through to resolution.
• Ability to communicate technical issues to non-technical individuals up to and including C-level executives. Experience working with enterprise level customers is preferred.
• Tech Savvy: You utilise 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. In addition to the tech stack noted above, your a SFDC admin or have equivalent experience, you’ve supported a SAAS product before,  and ideally have experience with domain management (creating Cnames), have in depth experience with Networks and network based Telephony and have worked with machine learning.
• Quick: Energetic is your baseline and you’re a fast learner. You love to figure out puzzles and take pride in your work.
• Team Player: You’re a natural leader, you strive for greatness, and know that teamwork is the way to get there.

The base salary range for this role is $85,500 - $139,500. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different r