NOTE:
The offer is contingent upon successfully passing the background screening process.
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
Our Vision of You
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
Required
Nice to Have
Skills Required
- 2-5 years of technical support or production-support experience in a complex SaaS or enterprise software environment
- Ability to independently investigate and resolve moderately complex issues spanning multiple systems, logs, and configurations
- Ability to learn new and evolving technologies
- Experience partnering directly with Engineering teams on defect analysis, reproduction, and root-cause investigation
- Ability to work independently with limited oversight and manage day-to-day priorities
- Clear and proactive communication with internal and external stakeholders during troubleshooting and escalations
- Sound judgment balancing customer expectations, technical limitations, business priorities, and operational efficiency
- Experience with log analysis or observability tools such as ClickHouse, Grafana, Datadog, or Splunk
- Experience supporting CRM platforms such as Salesforce or Microsoft Dynamics
- Experience with enterprise email systems and email deliverability troubleshooting
- Experience with VoIP, including Twilio, call quality, infrastructure, and networking issues
- Experience with ticketing systems such as Freshdesk, Zendesk, or Jira
- Experience with AI tools such as Claude, Google Gemini, or Atlassian Rovo
- Working knowledge of SAML and OAuth authentication protocols or SSO
- Working knowledge of REST APIs and testing tools such as Postman
- Working knowledge of networking fundamentals
- Experience participating in incident response
Outreach Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Outreach and has not been reviewed or approved by Outreach.
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Parental & Family Support — Parental leave is described as unusually generous, including extended leave and distinctive transition support such as a paid night nurse option and food delivery. Family-oriented benefits are repeatedly positioned as a standout part of the overall package.
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Healthcare Strength — Medical, dental, and vision coverage is described as comprehensive, with the employer covering a majority of premiums in many cases. Mental health support and an EAP for confidential counseling are also included as part of the health offering.
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Equity Value & Accessibility — Equity (stock options/RSUs) is commonly included as part of total compensation and is framed as a meaningful component of rewards. For some roles, equity is viewed as a notable source of upside that complements cash compensation.
Outreach Insights
What We Do
Outreach is the number one sales engagement platform. Using advanced machine learning and AI to automate and prioritize customer touchpoints, Outreach dramatically increases sales reps' effectiveness and ability to drive smarter, more insightful engagement with their customers. We're on a mission to make every customer-facing rep wildly productive.
Why Work With Us
We balance explosive growth with unwavering values. We believe in agility, but we don't compromise on high standards or delivering the best quality. Everyone truly wants to do the right thing. At Outreach, you are not only permitted to own your business, but expected to. If you're excited by ownership, you'll fit right in. You will never be bored.
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