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.

About the Team

As a member of the Technical Support Engineering Team, we are the front line at Outreach who interact with more customers than anyone else in the company. We are the face of Outreach and own that we are the voice of the customer. We are driven to recognize patterns and champion results - whether they be process updates, product investments or training for our own team. But every pattern begins with one conversation - and we have the commitment, empathy, urgency and expertise to meet every interaction with the respect everyone deserves.

The Role

The Technical Support Engineer is the face of Outreach and the voice of the customer. You help customers get their business back on track and advocate to help them achieve their goals. This role will give you the opportunity to be an expert in all things Outreach and be the point of contact for our customers when they need help during our afternoon/evening shift of 14:00-23:00 Prague time (including 1h of break).

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 Prague so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events.

Your Daily Adventures Will Include:

Working both independently and as a team, in a fast-paced environment, directly with our customers

Managing inbound support emails, chats, and phone calls, as well as outgoing customer calls

Providing articulate, high-quality support to customers by helping resolve support questions, identifying and reporting on trends and educating on best practices

Collaborating with teams across different departments

Software tools and systems you’ll use daily: Outreach, GSuite, Zendesk, Slack, Salesforce, Twilio

Our Vision of You:

Bachelor’s degree or 1-3+ years of technical support experience, preferably at a SaaS company

Excellent written and verbal communication skills

Experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8

Ability to work independently and make decisions. Demonstrated ability to manage priorities in a fast-paced environment

Demonstrated commitment and a passion for resolving customer issues and approach those with a strong sense of empathy for customers

You have a high attention to detail, and you don’t just provide an answer to address a symptom, you solve the overall problem to prevent an issue from happening again

You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

You're willing to work the afternoon/evening shift of 14:00-23:00 Prague time (including 1h of break)

Technical Support Engineer (Afternoon/Evening shift) - Prague, Czechia - Outreach

Everything You Need, One Platform.

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