Technical Support Engineer Tier 3 - London, UK

The Senior Tier 3 Technical Support Engineer (TSE) is a trusted advisor to the broader Outreach Technical Support team, as well as an entry-point for back-line Technical Support delivery. This role delivers on a broad range of Tier 3 Technical Support responsibilities across the organization. The Senior Tier 3 TSE serves as a key cross-functional collaborator helping drive resolutions of our most complex technical support issues. The role partners with Technical Support Delivery, Technical Escalations Management, Technical Account Management, Customer Success, Professional Services, Product Management, and Product Engineering. The Senior Tier 3 TSE serves as a subject matter in at least one product functional area and can effectively investigate, troubleshoot, and resolve a wide variety of technical issues. This role plays a central part in our mission-critical incident management process. 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 London so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events. This is a full-time, permanent role, not eligible for contractors and for work from other countries., * 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

• 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

• Private medical care for employee and spouse/family with Program Health Plus

• Cashplan is offered through Medicash to help offset out of pocket medical related expenses

• Dental coverage

• Life insurance at 4x annual salary

• 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave

• A parental leave program that includes not just extended time off but options for a paid night nurse

• Opportunity to be part of company success via equity program

• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women’s Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military

• Employee referral bonuses to encourage the addition of great new people to the team