Manager, Technical Support
Posted by Outreach | Budget: $83913 (fixed)
Job Description & Project Requirements
Location: Seattle, WA <div><strong style="font-size: 18px;">About Outreach</strong></div> <div> </div> <div><span style="font-size: 16px;">Outreach, founded in 2014, is the only complete </span><strong><a href="[Link Protected] style="font-size: 16px;"><u>agentic AI</u></a></strong><span style="font-size: 16px;"> 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. </span></div><div><br></div><div> <div> <h3><span data-contrast="none">About the Team </span></h3> <p><span data-contrast="none">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.</span><span data-ccp-props="{"335557856":16777215}"> </span></p> <h3><span data-ccp-props="{"335557856":16777215}">The Role </span></h3> </div> <div> <p><span data-contrast="none">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.</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </div> <div> <p><strong><span data-ccp-props="{"335559737":662}"> </span></strong></p> </div> <div> <p><strong><span data-contrast="none">Location: This person will need to work PST hours regardless of location. </span><span data-ccp-props="{"335559737":662}"> </span></strong></p> </div> <div> <p><span data-ccp-props="{"335559737":662}"> </span></p> </div> <div> <h3><span data-contrast="none">Your Daily Adventures Will Include</span></h3> </div> <div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams</span><span data-ccp-props="{"335559737":662}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1" role="listitem"> <p><span data-contrast="none">People management responsibilities, including recruiting, career development, performance management</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Identify patterns and trends in tickets to resolve issues holistically</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Manage daily incoming workload and backlog</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1" role="listitem"> <p><span data-contrast="none">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. </span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Root cause analysis</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Advocate/manage needed changes in product</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Manage to KPIs, including quality, process and procedures</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Lead the TSE team in mentoring and coaching the rest of the Support team</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Partner with engineering and product management to manage critical situations and incidents proactively and reactively</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Champion customer issues within the organization to build the best customer experience</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> </div> <div> <h3><span data-ccp-props="{"335559737":662}">Our Vision of You </span></h3> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Minimum 3-5 years experience in managing IT or Support organizations</span><span data-ccp-props="{"335559737":662}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1" role="listitem"> <p><span data-contrast="none">BS degree in Engineering, Computer Science or related field </span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Demonstrated considerable understanding of enterprise software implementations and SaaS technologies</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Experience using and implementing AI best practices </span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Experience managing up to ensure executive teams are aware</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> </div> <div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Proven track record of mentoring other Support leaders</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Demonstrated ability to translate complex customer needs into actionable/attainable plans</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Ability to attract, retain and develop a high-performing team of highly technical Support Engineers</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others.</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Ability to synthesize data and analytics to formulate sound program objectives and goals</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1" role="listitem"> <p><span data-contrast="none">Passion for building diverse teams and providing an inclusive environment</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <ul role="list" style="list-style-type: disc;"> <li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1" role="listitem"> <p><span data-contrast="none">You embody our core values. We are Trusted Advisors, We Win as One Team, We Take Ownership</span><span data-ccp-props="{"335557856":16777215}"> </span></p> </li> </ul> </div> <div> <p><span data-ccp-props="{"335559737":662}"> </span></p> </div> </div> </div> GDPR Compliance: Sourced via verified public channels under Legitimate Interests (Art. 6(1)(f) GDPR). [Contact Info Protected]
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