Senior Tier-3 Technical Support Engineer (AI)

Outreach; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Private medical care

Dental coverage

Life insurance

Parental leave

Equity program

Diversity and inclusion programs

Job summary

Outreach is seeking a Senior Tier 3 Technical Support Engineer to join our hybrid London-based team. You will act as a trusted escalation expert, supporting complex SaaS issues and partnering with Engineering to resolve root causes. The role emphasizes cross-functional collaboration, incident management, and knowledge sharing.

The Senior TSE will engage with multiple stakeholders, contribute to enablement, and help shape support processes in a fast-paced, remote-friendly environment.

Qualifications

• Experience in a high-volume technical SaaS/enterprise support environment.
• Able to investigate across multiple systems, logs and configurations.
• Experience partnering with Engineering on defect analysis, reproduction and root-cause investigation.

Responsibilities

• Serve as the primary escalation point for advanced troubleshooting with log analysis and context.
• Be a subject matter expert in at least one product area and troubleshoot across related domains.
• Coordinate with Product Engineering and other teams during escalations to drive timely resolution.
• Regularly resolve moderately complex customer problems across systems, logs, and configurations.
• Participate in the incident response lifecycle from detection to root cause analysis.
• Take ownership of escalations from frontline teams with methodical troubleshooting.

Skills

Technical troubleshooting

Log analysis

Cross-functional collaboration

Incident management

Communication

Problem-solving

SaaS support

Tools

Clickhouse

Grafana

Datadog

Splunk

JIRA

Postman

Job description

Outreach is seeking a Senior Tier 3 Technical Support Engineer to join our hybrid London-based team. You will act as a trusted escalation expert, supporting complex SaaS issues and partnering with Engineering to resolve root causes. The role emphasizes cross-functional collaboration, incident management, and knowledge sharing.

The Senior TSE will engage with multiple stakeholders, contribute to enablement, and help shape support processes in a fast-paced, remote-friendly environment.