Staff Software Engineer (Backend), Technical Support

The Role As a Backend Software Engineer in the Support Team at Outreach, you will have the opportunity to leverage AI and cutting-edge technologies to empower Outreach’s Technical Support Engineers (TSEs) to deliver excellent customer service at scale. This is a senior individual contributor role responsible for technical leadership, system design, and execution of core backend capabilities for an AI-powered support troubleshooting platform. This includes implementing AI tools that improve TSE efficiency, automate workflows, and integrate disparate tools into a unified interface. This role works very closely with the Engineering Manager, helping shape technical direction, guiding implementation, and ensuring the platform scales reliably while delivering continuous value. The L3 Software Engineer sets the technical bar, owns complex systems, and acts as a force multiplier for the team. About the Team The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience