Manager, Technical Support

About this role

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.

About the Team

We are seeking an exceptional support manager, with demonstrable experience building teams, career pathing, leading through change and high growth companies as well as passion for the customer and of course, a sense of humor and ability to build a team everyone wants to work with. Reporting to the Director of Global Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Product Management and Engineering and provide feedback and influence leadership on ways support can enhance customer experience.

The Role

This Manager is accountable for building and leading a team of Technical Support Engineers who serve our customers, manage escalations, mentor and provide assistance to the rest of the support organization as well as lead with bug identification, release rollouts and partnership with engineering. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Location: This person will need to work PST hours regardless of location.

Your Daily Adventures Will Include

Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams

People management responsibilities, including recruiting, career development, performance management

Identify patterns and trends in tickets to resolve issues holistically

Manage daily incoming workload and backlog

Work directly with customers on escalations, manage expectations, internal and external communication and be a resource and guide for TSEs ensuring an optimal and timely resolution.

Root cause analysis

Advocate/manage needed changes in product

Manage to KPIs, including quality, process and procedures

Lead the TSE team in mentoring and coaching the rest of the Support team

Partner with engineering and product management to manage critical situations and incidents proactively and reactively

Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours

Champion customer issues within the organization to build the best customer experience

Our Vision of You

Minimum 3-5 years experience in managing IT or Support organizations

BS degree in Engineering, Computer Science or related field

Demonstrated considerable understanding of enterprise software implementations and SaaS technologies

Experience using and implementing AI best practices

Experience managing up to ensure executive teams are aware

Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.

Proven track record of mentoring other Support leaders

Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions

Demonstrated ability to translate complex customer needs into actionable/attainable plans

Ability to attract, retain and develop a high-performing team of highly technical Support Engineers

Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.

Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results

Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment

Ability to synthesize data and analytics to formulate sound program objectives and goals

Passion for building diverse teams and providing an inclusive environment

You embody our core values. We are Trusted Advisors, We Win as One Team, We Take Ownership

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
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…