Technical Support Engineer Tier 3 - London, UK

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.

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