Manager, Technical Support

About Outreach

Founded in 2014, Outreach offers a comprehensive agentic AI platform designed to power revenue teams through AI-driven insights and automation. Supporting use cases that include prospecting, deal acceleration, retention, and forecasting, their platform enables sellers to focus on strategic conversations by automating workflows. Leading enterprises such as Databricks, SAP, Siemens, and Verizon rely on Outreach to enhance revenue operations.

About the Team

The team seeks an outstanding support manager experienced in building and leading teams within fast-growing, dynamic environments. This role requires strong leadership skills, passion for customer success, and an ability to cultivate a positive team culture. Reporting to the Director of Global Support, the manager will collaborate cross-functionally with Customer Success, Sales, Product, and Engineering teams to improve customer experience through support channels.

Role Overview

This role is responsible for leading and developing a group of Technical Support Engineers who handle customer issues, escalations, and provide mentorship within the support organization. The manager will oversee issue identification, release rollouts, and maintain close partnerships with engineering. This position directly influences long-term customer relationships and requires energy and passion for fast-paced, entrepreneurial work. The role requires working Pacific Standard Time hours.

Key Responsibilities

• Lead and develop a high-performing team of Technical Support Engineers delivering enterprise-level support to customers and internal stakeholders.
• Manage all people-related functions including recruitment, career growth, and performance evaluations.
• Analyze ticket patterns to proactively resolve root causes and broader support issues.
• Oversee daily workload management and backlog prioritization.
• Engage directly with customers during escalations, managing expectations and communications to ensure timely resolutions.
• Conduct root cause analyses and advocate for product improvements.
• Monitor key performance indicators such as quality and process adherence.
• Mentor Technical Support Engineers and lead coaching efforts throughout the support team.
• Collaborate with engineering and product teams on critical incidents and release management.
• Participate in an on-call rotation as a support leader during nights and weekends.
• Champion customer-focused initiatives to enhance overall experience.

Candidate Profile

• 3-5 years of experience managing IT or technical support teams.
• Bachelor’s degree in Engineering, Computer Science, or related discipline.
• Strong understanding of enterprise software implementations and SaaS platforms.
• Experience applying AI best practices in support environments.
• Proven skill in managing escalated accounts and leading incident and problem resolution.
• Experience mentoring other support managers or leaders.
• Exceptional problem-solving skills and effective communication, especially under pressure.
• Ability to translate complex customer requirements into practical action plans.
• Talent for attracting, retaining, and developing technical support talent.
• Strong written, verbal communication, and presentation capabilities; able to inspire and influence others.
• Proficient in working across various organizational levels to drive change collaboratively.
• Adaptability to shifting priorities in a high-velocity context and innovative mindset for problem-solving.
• Analytical skills to utilize data effectively in defining program goals.
• Commitment to fostering diverse, inclusive teams and environments.
• Alignment with core company values: Trusted Advisors, Unified Teamwork, and Ownership.

Why Join Outreach

• Flexible paid time off policies.
• 401(k) retirement savings plan.
• Comprehensive medical, dental, and vision insurance for employees and dependents.
• Supportive parental leave programs including options such as paid night nurse and phased return to work.
• Benefits covering infertility and assisted reproductive services.
• Employee referral bonuses to incentivize team growth.
• Office snacks, beverages, and regular social events.
• Diversity and inclusion initiatives supporting multiple employee resource groups (women, Latinx, Black, AAPI, LGBTQIA+, gender, disability, veterans, and military communities).

Additional Information

Outreach is an equal opportunity employer committed to diversity and inclusion. The hiring process may incorporate AI technologies to support applicant review, though final decisions rest with human recruiters. Compensation for this role ranges between $90,000 and $160,000 annually, with additional bonuses, restricted stock units, and benefits. Final offers depend on skills, experience, and location.