Manager, Technical Support

About the role

Outreach is looking for a leader to guide our technical support operations and ensure our agentic AI platform delivers value to revenue teams. You will oversee a group of support professionals tasked with resolving complex issues for enterprise clients.

Key facts

What you'll do

• Manage and mentor a team of support engineers to maintain high service standards.
• Oversee the resolution of technical inquiries related to our AI-driven revenue intelligence tools.
• Monitor performance metrics and implement strategies to improve response times and customer satisfaction.
• Collaborate with internal departments to relay product feedback and resolve escalated technical challenges.

Requirements

• Proven experience in a technical support management or leadership capacity.
• Ability to troubleshoot complex software issues within a SaaS environment.
• Strong communication skills to interact with both technical staff and business stakeholders.
• Experience supporting enterprise-level software products.

Skills & tools

• Agentic AI platforms
• Conversation intelligence software
• Revenue operations workflows
• Enterprise-grade technical support systems

Practical notes

Benefits include flexible time off, 401k matching, and comprehensive medical, dental, and vision insurance for employees and dependents. We offer specialized parental leave, including night nurse support and phased return-to-work options, as well as coverage for infertility and assisted reproductive services. Our office provides snacks and beverages, and we host regular team events. We support various employee resource groups, including networks for women, Latinx, Black, AAPI, LGBTQIA+, disability, and veteran communities. Outreach is an equal opportunity employer and encourages applications from individuals of all backgrounds, even if you do not meet every listed requirement.