Technical Support Engineer — SaaS Customer Advocate

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

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.