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Manager, Technical Support

3 hours, 8 minutes ago
United States
Full-time
Lead
Technical Support Engineer
Project and Program Management
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Outreach

Outreach

Outreach offers an AI-powered revenue workflow platform designed to enhance the productivity of sales, marketing, RevOps, and go-to-market teams by automating processes that help in efficiently managing accounts, forecasting, and closing deals.

Internet Software & Services
1K-5K
Founded 2014
$489M raised
View All Jobs 21

Description

  • Build and lead a team of Technical Support Engineers serving customers and internal teams.
  • Manage recruiting, career development, and performance management for the support team.
  • Handle customer escalations, set expectations, and ensure timely resolution.
  • Identify patterns and trends in support tickets to resolve issues holistically.
  • Manage daily incoming workload and backlog.
  • Perform root cause analysis on support issues.
  • Advocate for and coordinate needed product changes.
  • Manage KPIs, quality, processes, and procedures for the support function.
  • Mentor and coach the broader support organization.
  • Partner with engineering and product management on critical incidents, bug identification, and release rollouts.
  • Serve as an on-call support leader or escalation contact during evenings and weekends.
  • Champion customer issues internally to improve the customer experience.

Requirements

  • 3-5 years of experience managing IT or support organizations.
  • BS degree in Engineering, Computer Science, or a related field.
  • Strong understanding of enterprise software implementations and SaaS technologies.
  • Experience using and implementing AI best practices.
  • Experience managing up and communicating with executive teams.
  • Expertise in escalated account management and incident, problem, and escalation management.
  • Proven track record of mentoring other support leaders.
  • Strong logical problem-solving, written, verbal, and presentation skills.
  • Ability to work collaboratively with stakeholders at all levels in a fast-paced environment.
  • Ability to adapt to changing priorities and synthesize data and analytics into program goals.
  • Ability to work PST hours regardless of location.
  • Passion for building diverse teams and inclusive environments.

Benefits

  • Flexible time off.
  • 401(k) retirement savings plan.
  • Generous medical, dental, and vision coverage for full-time employees and dependents.
  • Parental leave with options for a paid night nurse and gradual return to work.
  • Infertility and assisted reproductive services benefit.
  • Employee referral bonuses.
  • Snacks, beverages, and office events.
  • Diversity and inclusion programs and employee resource groups.

Interested in this position?

Apply directly on the company website

Apply Now

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