Enterprise Technical Support Engineering Manager

Outreach; Seattle (WA); On-site; USD 90,000 - 160,000; Full time

Benefits offered by this job

Flexible time off

401k

Medical, dental & vision coverage

Parental leave

Fertility benefits

Employee referrals

Office snacks

Diversity programs

Job summary

Outreach is seeking a Manager of Technical Support Engineers to build and lead a global team delivering enterprise-level customer support. You will mentor engineers, handle high-priority escalations, and partner with engineering and product teams to improve processes.

This role requires working PST hours and a strong track record in managing technical support in fast-paced, enterprise environments. You will report to the Director of Global Support and influence support strategy while ensuring

Qualifications

• 3–5 years of experience managing IT or Support orgs.
• Bachelor’s degree in Engineering, CS, or related field.
• Experience with enterprise software implementations and SaaS.
• Experience managing escalations and executive communications.
• Proven track record mentoring other support leaders.

Responsibilities

• Build and lead a team of Technical Support Engineers.
• Handle escalations and mentor team members.
• Identify patterns in tickets and drive holistic issue resolution.
• Manage daily workload and backlog.
• Coordinate with customers during escalations and set expectations.

Skills

People management

Escalation management

Root cause analysis

On-Call leadership

Cross-functional collaboration

Communication

Mentoring

Operational KPIs

Education

BS in Engineering/CS

Tools

AI best practices

Job description

Outreach is seeking a Manager of Technical Support Engineers to build and lead a global team delivering enterprise-level customer support. You will mentor engineers, handle high-priority escalations, and partner with engineering and product teams to improve processes.

This role requires working PST hours and a strong track record in managing technical support in fast-paced, enterprise environments. You will report to the Director of Global Support and influence support strategy while ensuring