Outreach is the Agentic AI platform for revenue teams — forecast, coach, close deals, and expand accounts. See it in action. Request a demo. Backed by Techstars and Sapphire.
About the role
As a Staff Technical Escalations Manager at Outreach, you thrive on challenge, remain calm under pressure, and have a proven ability to navigate complex cross-functional issues where ownership, priority, customer impact, or resolution path may be unclear. You are a strong communicator, a systems thinker, and a trusted advocate for customers and internal teams alike. You are technically competent, process-oriented, and motivated by impact rather than urgency alone.
More about this role
The Escalations and Supportability team is part of the Outreach Support organization and is focused on reducing customer and internal friction by building predictable, data-driven processes that improve both customer outcomes and internal coordination. We partner closely with Product, Engineering, and Customer Success to manage critical incidents, prevent recurrences, and drive long-term improvements in product quality and supportability. The team also owns the incident management and the red account program ensuring consistent processes, accountability, and communication across all major customer-impacting events.
As a Staff Technical Escalations Manager at Outreach, you thrive on challenge, remain calm under pressure, and have a proven ability to navigate complex cross-functional issues where ownership, priority, customer impact, or resolution path may be unclear. You are a strong communicator, a systems thinker, and a trusted advocate for customers and internal teams alike. You are technically competent, process-oriented, and motivated by impact rather than urgency alone.
Outreach has a Red Account Program and an Incident Management Program, our frameworks for identifying,...
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