Technical Support Engineer, Plus (Bilingual: German and English)

Job Description

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you. 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 Location: This is a hybrid position with 2 days in our Prague office.

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

• 1-3+ years of technical support experience supporting a SaaS platform or Bachelor’s degree in related field
• Excellent Written and Verbal communication skills - both in English and German
• You have a 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 understand sales, you’re technical, communicate clearly, are driven for those around you (customers, peers, yourself) to excel and are ready to have a lot of fun in the process
• Experience with the technologies we use, including some, but not limited to: Outreach, Gmail, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, Datadog, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8
• We are seeking customer obsessed individuals with technology support and customer facing expertise to provide differentiated support services for the Outreach Platform
• Able to work independently and make decisions. Demonstrate ability to manage priorities in a fast-paced environment
• 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

Why You’ll Love It Here ● Highly competitive salary ● Amazing working space with a running track on its roof ● Flexible time off, 5 weeks of vacation, and 5 annual sick days ● 4% employer supplemental pension monthly contribution ● Private medical care for employee and spouse with Program Health Plus ● Life insurance at 2x annual salary ● 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses ● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave ● Opportunity to be part of company success via the RSU program ● Company-organized and personal paid volunteer days to support the community that supports us ● Relocation package - support offered for foreign future employees and their families relocating to Prague ● Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans ● Employee referral bonuses to encourage the addition of great new people to the team ● Fun company and team outings because we play just as hard as we work Apply for this job