Technical Support Manager

Job not on LinkedIn

🔥 4 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $90k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Outreach

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

Artificial Intelligence • Sales • Enterprise

Outreach is a company that provides an AI-powered sales execution platform designed to streamline workflows and enhance the effectiveness of sales representatives. The platform utilizes artificial intelligence to forecast revenue accurately, manage deals, and optimize the entire sales process. Outreach helps sales teams prioritize tasks, identify prospects, and maintain engagement throughout the customer lifecycle, ultimately aiming to boost win rates and reduce churn. With over 6,000 global customers, Outreach focuses on transforming seller workflows to consistently exceed revenue targets.

📋 Description

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

🎯 Requirements

• 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 • 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 • Passion for building diverse teams and providing an inclusive environment

🏖️ Benefits

• 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