Design and implement backend features for an AI-powered support troubleshooting platform that enhances customer service delivery through advanced technology and automation.
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 role will design, build, and own backend features 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 is for engineers who can deep-dive into complex technical problems, deliver incremental value, maintain a high quality bar, and own features end-to-end while collaborating closely with peers and senior engineers.
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
Basic Qualifications:
Design, build, and maintain backend services using Python.
Own features end-to-end, from design through implementation and production support.
Build and evolve RESTful APIs used by frontend, 3rd party integrations and internal consumers.
Implement pipelines to ingest and process unstructured and semi-structured data, including: email content, chat transcripts, call or meeting transcripts, internal documentation
Contribute to GenAI workflows such as retrieval, summarization, and reasoning.
Break down ambiguous requirements into incrementally deliverable solutions.
Identify performance bottlenecks and scalability concerns early.
Respond to changing requirements efficiently and responsibly.
Write well-tested, production-quality code
Participate actively in code reviews, both as author and reviewer.
Ensure code meets standards for readability, maintainability, and correctness.
Follow established patterns for logging, error handling, and testing.
Help maintain backend services in production.
Add appropriate logging and monitoring.
Debug and resolve production issues with a strong sense of ownership.
Handle sensitive data responsibly and follow secure coding practices.
Work closely with other engineers to deliver cohesive solutions.
Communicate technical trade-offs clearly.
Contribute positively to team culture and shared ownership
Our Vision of You:
4-6 years of backend software engineering experience.
Strong hands-on experience building backend systems in Python.
Experience designing and consuming RESTful APIs.
Good understanding of relational databases and NoSQL databases and data modeling.
Experience working with distributed or service-oriented systems.
Familiarity with any one of the cloud environments (AWS, Azure, or GCP).
Experience working in teams that practice: code reviews, continuous integration and deployment, shared ownership of services
Ability to independently own features and deliver them to production
Experience working with unstructured data at scale.
Exposure to GenAI / LLM-based systems.
Experience with async processing, message queues, or background jobs.
Experience building internal platforms or productivity tools
