Want to know if this job is worth applying to?
Greater London, England, United Kingdom
Hybrid
The offer is contingent upon successfully passing the background screening process.
Serve as the primary point of escalation for technical support issues requiring advanced troubleshooting, accurate reproduction, log analysis, and technical context
Serve as a subject matter expert in at least one product-functional area, and be able to conduct advanced troubleshooting across the broader product functional areas
Serve as the technical escalation point and customer advocate with Outreach’s Product Engineering team
Regularly resolves moderately complex customer problems requiring investigation across multiple systems, logs, configurations, or workflows, applying structured analytical thinking to identify probable root causes
Participate in the incident response rotation throughout the entire incident lifecycle, including incident detection, incident management, customer communications, and root cause analysis
Regularly takes ownership of escalations from frontline support teams, employing methodical troubleshooting and support processes to efficiently identify, triage, and resolve customer issues
Contribute to operational process improvements, mentor team members, and identify recurring support trends
Deliver SME/Support Stakeholder feedback throughout product release readiness activities
Contribute to enablement activities including KB article creation, mentoring, swarming duties
Develop a skillset around leveraging AI tools to accelerate troubleshooting, issue resolution, enablement
Balance reactive escalation handling with proactive identification of product gaps, documentation improvements, and customer experience enhancements
Meet or exceed most Support Scorecard metrics while contributing to support content, internal documentation, and process refinement
Required
2–5 years of technical support or production-support experience, demonstrating increasing scope and impact in supporting customers in complex SaaS/Enterprise software environment
Demonstrated ability to independently investigate and resolve moderately complex issues spanning multiple systems, logs, and configurations
Demonstrated ability to learn new and evolving technologies
Experience partnering directly with Engineering teams on defect analysis, reproduction, and root-cause investigation
Able to work independently on most assigned responsibilities, managing day-to-day priorities with limited oversight.
Communicates clearly and proactively with internal and external stakeholders, providing structured, accurate status updates during troubleshooting and escalations
Demonstrates sound judgment while balancing customer expectations, technical limitations, business priorities, and operational efficiency
Experience with log analysis/observability tools such as Clickhouse, Grafana, Datadog, Splunk, etc
Nice to Have
Experience supporting CRM Platforms such as Salesforce or Microsoft Dynamics
Experience with enterprise email systems & infrastructure, including troubleshooting email deliverability
Experience with VoIP (Twilio), investigating call quality and related infrastructure and networking issues
Experience with ticketing systems such as Freshdesk, Zendesk, JIRA
Experience with AI tools such as Claude, Google Gemini, Atlassian ROVO, or similar
Working knowledge of Authentication Protocols/SSO such as SAML and OAuth
Working knowledge REST API and testing tools such as Postman
Working knowledge of networking fundamentals
Experience participating in incident response