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Manager, Technical Support at Outreach. Location Information: United States. Make Your Team a Revenue-Driving Machine.. Outreach, the leading Enterprise ready Sales Engagement Platform, accelerates revenue growth by optimizing every interaction throughout the customer lifecycle. The platform manages all customer interactions across email, voice and social, and leverages machine learning to guide reps to take the right actions.. Thousands of customers, including Cloudera, Glassdoor, Pandora, and Zillow, rely on Outreach to drive predictable and measurable growth, increase efficiency and effectiveness of customer-facing teams, and improve visibility into sales activity and performance.. Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support.. People management responsibilities, including recruiting, career development, performance management.. Identify patterns and trends in tickets to resolve issues holistically.. Manage daily incoming workload and backlog.. Work directly with customers on escalations, manage expectations, internal and external communication, and be a resource and guide for TSEs ensuring an optimal and timely resolution.. Root cause analysis.. Advocate/manage needed changes in product.. Manage to KPIs, including quality, process and procedures.. Lead the TSE team in mentoring and coaching the rest of the Support team.. Partner with engineering and product management to manage critical situations and incidents proactively and reactively.. Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours.. Champion customer issues within the organization to build the best customer experience.. Minimum 3-5 years experience in managing IT or Support organizations.. BS degree in Engineering, Computer Science or related field.. Demonstrated considerable understanding of enterprise software implementations and SaaS technologies.. Experience using and implementing AI best practices.. Experience managing up to ensure executive teams are aware.. Expert competencies in managing escalated accounts, incident management, and driving problem and escalation management to successful resolutions.. Proven track record of mentoring other Support leaders.. Excel in logical problem solving and communication skills, particularly under pressure.. Demonstrated ability to translate complex customer needs into actionable plans.. Ability to attract, retain and develop a high-performing team of highly technical Support Engineers.. Strong written and verbal communication and presentations skills.. Ability to work with different stakeholders at varying levels to drive change by working collaboratively.. Ability to quickly adapt to changing priorities and generate innovative solutions in a fast-paced environment.. Ability to synthesize data and analytics to formulate sound program objectives.. Passion for building diverse teams and providing an inclusive environment.. You embody core values: Trusted Advisors, Win as One Team, Take Ownership.. Pay range:. $90K - $160K. Flexible time off. 401k to help you save for the future. Generous medical, dental, and vision coverage for full-time employees and their dependents. Parental leave program including options for a paid night nurse, and a gradual return to work. Infertility/assisted reproductive services benefit. Employee referral bonuses. Snacks and beverages in the Office, along with fun events. Diversity and inclusion programs