Technical Support Engineer Tier 3 - London, UK

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

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.

The Role

The Senior Tier 3 Technical Support Engineer (TSE) is a trusted advisor to the broader Outreach Technical Support team, as well as an entry-point for back-line Technical Support delivery. This role delivers on a broad range of Tier 3 Technical Support responsibilities across the organization. The Senior Tier 3 TSE serves as a key cross-functional collaborator helping drive resolutions of our most complex technical support issues. The role partners with Technical Support Delivery, Technical Escalations Management, Technical Account Management, Customer Success, Professional Services, Product Management, and Product Engineering. The Senior Tier 3 TSE serves as a subject matter in at least one product functional area and can effectively investigate, troubleshoot, and resolve a wide variety of technical issues. This role plays a central part in our mission-critical incident management process.

Location

While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in London so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events.

This is a full-time, permanent role, not eligible for contractors and for work from other countries.

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

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

Nice to Have

• 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

Why You’ll Love It Here

• 25 days holiday + 8 bank holidays
• Outreach contributes with monthly contribution towards your pension
• Private medical care for employee and spouse/family with Program Health Plus
• Cashplan is offered through Medicash to help offset out of pocket medical related expenses
• Dental coverage
• Life insurance at 4x annual salary
• 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
• A parental leave program that includes not just extended time off but options for a paid night nurse
• Opportunity to be part of company success via equity program
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• Employee referral bonuses to encourage the addition of great new people to the team

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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.