Technical Support Engineer

Segment (Twilio); Seattle (WA); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Flexible time off

401k

Medical, dental, and vision coverage

Parental leave program

Infertility/assisted reproductive care

Employee referral bonuses

Snacks and beverages in the office

Diversity and inclusion programs

Job summary

Outreach is seeking a Technical Support Engineer to be the face of Outreach and the voice of the customer. You will help customers get their business back on track and advocate to help them achieve their goals, acting as the expert in Outreach and the primary contact when they need help.

This hybrid role is based in our Seattle office 1–2 days per week, serving a fast-paced, customer-focused environment where you resolve complex issues and drive positive outcomes for stakeholders.

Qualifications

• 1–3+ years of technical support experience within a SaaS environment.
• Bachelor’s degree in a related field.
• Excellent written and verbal communication skills.
• Empathy and strong problem-solving abilities to resolve issues and prevent recurrence.

Responsibilities

• Working both independently and as a team in a fast-paced environment, directly with our customers.
• Managing inbound support emails, chats, and phone calls, and outbound customer calls.
• Providing articulate, high-quality support by helping resolve questions, identifying trends, and educating on best practices.

Skills

Customer focus

Technical support

Communication skills

Empathy

Education

Bachelor's degree

Tools

Outreach

Zendesk

Slack

Salesforce

Microsoft Office

Twilio

Datadog

MSDynamics

BMC Remedy

ServiceNow

Freshworks

RingCentral

8X8

Job description

About Outreach

Founded in 2014, Outreach 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.

About the Team

As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company. We are the face of Outreach and own that we are the voice of the customer. We are driven to recognize patterns and champion results—whether they be process updates, product investments or training for our own team. But every pattern begins with one conversation—and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves.

The Role

The Technical Support Engineer is the face of Outreach and the voice of the customer. You help customers get their business back on track and advocate to help them achieve their goals. This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help.

Location: This role is hybrid and will be based 1‑2 days each week in our Seattle office.

Your Daily Adventures Will Include

• Working both independently and as a team in a fast paced environment, directly with our customers
• Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
• Providing articulate, high quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices

Software tools and systems you’ll use daily

Outreach, MS365, FreshDesk, Slack, Salesforce, Twilio, Datadog, Sendgrid, G‑suite

Our Vision of You

1‑3+ years of technical support experience supporting a SaaS platform or Bachelor’s degree in a related field. Excellent written and verbal communication skills. You have a demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers. You have a high attention to detail and you don’t just provide an answer to address a symptom; you solve the overall problem to prevent an issue from happening again. You understand sales, you’re technical, communicate clearly, are driven for those around you—customers, peers, yourself—to excel and are ready to have a lot of fun in the process.

Experience with the technologies we use, including some, but not limited to

• Outreach
• Zendesk
• Slack
• Salesforce
• Microsoft Office
• Twilio
• Datadog
• MSDynamics
• BMC Remedy
• ServiceNow
• Freshworks
• RingCentral
• 8X8

Candidate Profile

We are seeking customer‑obsessed individuals with technology support and customer‑facing expertise to provide differentiated support services for the Outreach Platform. Able to work independently and make decisions. Demonstrated ability to manage priorities in a fast paced environment.

Why You’ll Love It Here

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full‑time employees and their dependents
• A parental leave program that includes options for a paid night nurse and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women’s Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Equal Employment Opportunity

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.