Lead Technical Support Engineer, Enterprise

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.
About the TeamAs part of the Technical Support org, the Lead Technical Support Engineer is the customer’s internal and technical advocate within Outreach. They aim to develop a deep understanding of our customer’s needs, build strong relationships and collaborate alongside our Customer Success, Product and Engineering teams to help our Enterprise customers achieve their business objectives. They enable our customers to realize long term, meaningful value and ROI within the Outreach platform.
The RoleThe Technical Lead is the primary technical contact to their accounts. They meet regularly with Enterprise customers to check in on what’s going well and to understand what support is needed. They handle and take ownership of issues of an escalated nature that have the potential significant negative impact on our customers. Monitors and identifies ways to help the team achieve KPIs and goals. They leverage their knowledge of systems, tools and data to anticipate issues that can have an impact on their customer’s business.
As a trusted product and business process expert, Technical Leads are considered a champion of their customer’s use cases, implementation and installation. During executive business reviews, they partner alongside our Customer Success team to ensure we’re meeting the technical needs of the customer. They aim to maintain all aspects of the technical relationship including troubleshooting potential issues, advocating for product enhancements, partnering with engineering & sales and preparing their customers for new releases and rollouts.
Location: This role will be located in Seattle, following a hybrid work model. The team will be in office 2-3 days a week. (Seattle office - 333 Elliot Avenue W, #500, Seattle, WA 98119)

Your Daily Adventures Will Include

• Offers and provides assistance in problem solving and engaging with escalated accounts
• Identify and troubleshoot to achieve a resolution and/or workaround for complex issues by identifying and using resources available from multiple sources
• Partner with the Account teams to represent Outreach in customer business reviews and regular meetings
• Implement changes in the Support tech stack to help improve and align with changes in the Outreach platform
• Understand the latest in platform changes with the ability to communicate this to others on the team
• Coach and escalate concerns to the proper channel
• Stay on top of pending customer issues and proactively provides status updates to stakeholders as needed
• Analyze and present reviews/trends to internal/external customer stakeholders
• Monitor platform performance for the customer and identify vulnerabilities or opportunities to streamline and communicate your recommendations
• Identify areas to improve the customer’s support experience

Our Vision of You

• You are a problem solver and a forward thinker, you anticipate issues and optimize solutions, you are a relationship manager and a strong customer advocate
• 5-8+ years of relevant technical support experience
• Experience in working with dedicated customer accounts and communicating with key stakeholders
• Background in partnering with Customer Experience teams to develop business strategies for enterprise customers
• Ability to take action quickly under pressure to address large scale issues, customer impacting events, and handling incident response
• Experience supporting SaaS products highly preferred
• Experience as a senior technical resource or technical lead role preferred
Technical skills
• Proficiency in the following: CRM Products (Salesforce and Dynamics preferred), SSO, all layers of TCP/IP, VOIP systems (programmable voice providers such as Twilio preferred)
• Basic understanding of Sales engagement platforms, RESTful APIs, group policy
• Advanced knowledge of the latest Windows OS and Mac OS client
• Understanding of multi-product SaaS tech stacks, particularly in a Sales Operations/Sales Development environment preferred
• Server Operating Systems or experience as a Network or Systems Admin preferred

The base salary range for this role is $95,000-$155,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as th