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Technical Support Engineer, Enterprise



IT, Customer Service
Mexico City, Mexico
Posted on Saturday, June 1, 2024
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. As a Technical Support Engineer on the Enterprise team, you will be supporting our Enterprise customers.
We are looking to fill this position in Mexico City. This is a hybrid position with at least 3 days per week in the 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:

  • Fluency in English is required & please apply with a resume in English
  • 1-3+ years of technical support experience supporting a SaaS platform or Bachelor’s degree in related field
  • 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 have experience supporting Enterprise level customers with an expectation of high touch, white glove service
  • 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, 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: Play full out, Operate from a mindset of abundance, Win impeccably, Elevate the customer and Rally the culture