Manager, Technical Support

About the role

Outreach is seeking a Manager, Technical Support to spearhead the excellence of our technical support operations and ensure our agentic AI platform delivers tangible value to revenue teams. In this leadership capacity, you will own the end-to-end management of a support team dedicated to resolving complex issues for enterprise clients. The role requires a strategic thinker who can translate intricate product functionalities into clear resolutions for high-stakes revenue environments. You will be responsible for cultivating a culture of ownership, curiosity, and rigorous problem-solving within your support organization. This position is pivotal in bridging the gap between our evolving technology and the critical business outcomes our customers depend on. The successful leader will balance operational excellence with empathetic client interactions to protect and grow long-term relationships. You will report directly into the Technical Support organization and play a key role in shaping the future of how we support our most strategic accounts.

Key facts

What you'll do

• Architect and refine the operational playbooks that govern how complex technical issues are identified, triaged, and resolved by the support team.
• Lead the day-to-day management of a team of support engineers, focusing on coaching, development, and the removal of blockers to productivity.
• Analyze intricate support case data to uncover systemic product trends and drive actionable feedback back to product and engineering stakeholders.
• Oversee the technical resolution of inquiries pertaining to our AI-driven revenue intelligence tools, ensuring accuracy and thoroughness in every engagement.
• Design and implement rigorous quality assurance processes to validate that support interactions meet the high standards expected by enterprise clients.
• Monitor and optimize key performance indicators such as first response time, resolution rate, and customer satisfaction to maintain industry-leading service levels.
• Serve as the primary escalation handler for the most complex technical scenarios, working cross-functionally to unblock critical workflows.
• Partner with sales and customer success leadership to align support strategies with account plans and ensure continuity of care for strategic accounts.
• Evaluate and integrate new tools and workflows that enhance the efficiency and effectiveness of the support organization.
• Foster a collaborative environment where knowledge sharing is encouraged and documentation is treated as a core asset of the team.
• Develop training curricula and mentorship programs that accelerate the proficiency of new hires and promote consistent best practices.
• Coordinate with security and compliance teams to ensure that all support activities adhere to the necessary regulatory and data protection standards.
• Champion the voice of the customer internally, ensuring that support insights directly influence product roadmaps and feature prioritization.
• Provide clear, data-driven reporting to executive stakeholders on the health of the support organization and its impact on revenue retention.

Requirements

• Demonstrated experience in a technical support management or leadership capacity with a proven track record of team development and operational improvement.
• Possess the ability to troubleshoot complex software issues within a SaaS environment, including multi-tier architectures and API integrations.
• Exhibit strong communication skills to effectively interact with both technical staff and business stakeholders, translating technical jargon into actionable business language.
• Have a history of supporting enterprise-level software products where the stakes for uptime and performance are exceptionally high.
• Show a commitment to data-driven decision making, utilizing metrics and analytics to guide support strategies and resource allocation.
• Display empathy and patience when managing high-pressure client situations that directly impact customer revenue operations.
• Bring a proactive approach to problem-solving, anticipating potential issues before they escalate into major incidents.
• Maintain a deep respect for process and documentation, ensuring that team knowledge is preserved and scalable over time.

Nice to have

Preferred experience with agentic AI platforms, conversation intelligence software, revenue operations workflows, and enterprise-grade technical support systems.

Practical notes

This is a full-time position based in our Seattle, WA office. We offer comprehensive benefits including flexible time off, 401k matching, and comprehensive medical, dental, and vision insurance for employees and dependents. Specialized parental leave is available, including night nurse support and phased return-to-work options, along with coverage for infertility and assisted reproductive services. The office provides snacks and beverages, and we host regular team events to foster connection and collaboration. We actively support employee resource groups for women, Latinx, Black, AAPI, LGBTQIA+, disability, and veteran communities. Outreach is an equal opportunity employer dedicated to building a diverse and inclusive workforce, and we encourage applications from individuals of all backgrounds, even if they do not meet every listed requirement.