🕒 21 days ago
As a Senior Support Engineer, you will collaborate with strategic enterprise accounts to solve complex technical issues and enhance support operations using automation and AI.
Technical Support Engineer Tier 3 - London, UK
🕒 7 days ago
Technical SupportTroubleshootingLog AnalysisSaaS
📜 Description
- Serve as the primary point of escalation for technical support issues requiring advanced troubleshooting and log analysis.
- Act as a subject matter expert in at least one product functional area, conducting advanced troubleshooting across broader areas.
- Participate in incident response throughout the entire lifecycle, including detection, management, and root cause analysis.
- Regularly resolve moderately complex customer problems requiring investigation across multiple systems and configurations.
- Contribute to operational process improvements and mentor team members.
- Develop skills in leveraging AI tools for troubleshooting and issue resolution.
🛠️ Requirements
- 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
- Experience supporting CRM Platforms such as Salesforce or Microsoft Dynamics
- Experience with enterprise email systems & infrastructure, including troubleshooting email deliverability
✨ Benefits
- 25 days holiday + 8 bank holidays
- Outreach contributes with monthly contribution towards your pension
- 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
Full job description
About Outreach
Outreach, founded in 2014, is the only complete agentic AI 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.
The Role
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.
NOTE:
The offer is contingent upon successfully passing the background screening process.
Your Daily Adventures Will Include
-
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
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Deliver SME/Support Stakeholder feedback throughout product release readiness activities
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Contribute to enablement activities including KB article creation, mentoring, swarming duties
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Develop a skillset around leveraging AI tools to accelerate troubleshooting, issue resolution, enablement
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Balance reactive escalation handling with proactive identification of product gaps, documentation improvements, and customer experience enhancements
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Meet or exceed most Support Scorecard metrics while contributing to support content, internal documentation, and process refinement
Our Vision of You
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
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Working knowledge REST API and testing tools such as Postman
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Working knowledge of networking fundamentals
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Experience participating in incident response
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