Technical Support Engineer Tier 3 - London, UK

Outreach; London (KY); Hybrid; USD 79,000 - 112,000; Full time

Job summary

Outreach, a leading agentic AI platform for revenue teams, is seeking a Senior Tier 3 Technical Support Engineer located near London. You will be a trusted advisor across the Support team and collaborate with Product, Engineering, and Customer Success to drive resolutions.

This full-time, hybrid role emphasizes incident management and resolving complex technical issues, with an office-centric culture and weekly in-person interactions near the London office.

Qualifications

• Experience in high-level technical support and incident management.
• Ability to troubleshoot complex issues and collaborate cross-functionally with product and engineering.
• Strong communication skills for stakeholder updates and escalations.

Responsibilities

• Resolve Tier 3 technical issues across the organization.
• Partner with Technical Support Delivery, Escalations, AM, CS, PS, Product Management and Engineering.
• Act as a subject matter expert in at least one product functional area.

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.