Technical Support Engineer, Plus (Afternoon/Evening Shift)

Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.

About the Team

As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company. We are the face of Outreach and own that we are the voice of the customer. We are driven to recognize patterns and champion results - whether they be process updates, product investments or training for our own team. But every pattern begins with one conversation - and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves.

The Role

The Technical Support Engineer is the face of Outreach and the voice of the customer. You help customers get their business back on track and advocate to help them achieve their goals. This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help during our afternoon/evening shift of 14:00-23:00 Prague time (including 1h of break).

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 Prague so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events.

Your Daily Adventures Will Include:

• Working both independently and as a team, in a fast paced environment, directly with our customers
• Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls
• Providing articulate, high quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices
• Collaborating with teams across different departments
• Software tools and systems you’ll use daily: Outreach, GSuite, Zendesk, Slack, Salesforce, Twilio, Datadog

Our Vision of You:

• Bachelor’s degree or 1-3+ years of technical support experience, preferably at a SaaS company.
• Excellent written and verbal communication skills in English
• Experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
• Ability to work independently and make decisions. Demonstrated ability to manage priorities in a fast-paced environment
• Demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers
• You have a high attention to detail and you don’t just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again
• You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion
• You're willing to work the afternoon/evening shift of 14:00-23:00 Prague time (including 1h of break)