Engineering Manager, Support Tooling
Hyderabad
Support – Technical Support /
Full-Time /
Hybrid
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.
The Role:
We are looking for a seasoned Engineering Manager to lead a team that will custom develop tools and enhance existing systems to create a more unified, AI-powered platform that empowers Outreach Technical Support Engineers (TSEs) to deliver excellent customer service at scale. This includes implementing AI tools that improve TSE efficiency, automate workflows, and integrate disparate tools into a unified interface. The ideal candidate will have a strong fullstack background to lead a talented team of frontend and backend engineers. You will be responsible for delivering high-quality software solutions, mentoring team members, collaborating with cross-functional stakeholders, and driving technical excellence across the Support and Engineering organizations. This role will be a part of the Support Leadership Team and work seamlessly with teams across the Product Development and Engineering (PDE) organization.
Your Daily Adventures Will Include:
- Lead and manage a team of fullstack, backend, and frontend engineers.
- Drive the design, development, and deployment of scalable web applications and services.
- Provide technical guidance and mentorship to engineers, helping them grow in their careers.
- Collaborate closely with support management, product managers, designers, and other stakeholders to translate business requirements into technical solutions.
- Ensure timely and high-quality delivery of projects through effective planning, code reviews, and continuous improvements.
- Define and enforce engineering best practices, coding standards, and development workflows.
- Participate in architecture and design discussions and lead the adoption of modern technologies and tools.
- Develop an understanding of the support team’s processes and systems to identify opportunities to build tools that enhance TSE efficiency.
- Integrate the most critical and commonly used tools into an integrated UI that gives TSEs a “single pane of glass” ticket experience.
- Leverage AI to automate TSE workflows and enhance the customer experience.
- Build a strong engineering culture based on ownership, collaboration, and innovation.
- Conduct regular performance evaluations and help in career development planning for team members.
- Establish OKRs and KPIs for the team and execute rigorously against the strategy to meet objectives and deliver excellent value.
- Attract and retain a high-performance team by building a strong culture that fosters trust, collaboration, fun and achievement of long-term career goals.
Our Vision of You:
- Minimum 12 years of total experience in software development, with strong hands-on experience in fullstack development.
- Proven experience managing and growing engineering teams (frontend and backend).
- Solid understanding of web technologies such as JavaScript/TypeScript, React.js, Node.js, Python, Java, or similar.
- Experience with modern backend frameworks and building RESTful APIs and/or GraphQL.
- Strong understanding of cloud platforms (e.g., AWS, GCP, or Azure) and CI/CD practices.
- Familiarity with Agile methodologies and project management tools (e.g., Jira).
- Excellent communication and interpersonal skills with the ability to work across teams and functions.
- Passion for building scalable systems and mentoring engineering talent.
- Experience in fast-paced product/startup environments.
- Experience working with and creating tooling for support ticketing systems, like Zendesk
- Experience working with and integrating internal collaboration tools, like Slack and Jira, with support ticketing systems.
- Familiarity with support processes and operations.
