The role involves designing, building, and maintaining backend services using Python, including RESTful APIs and AI tools to support Technical Support Engineers.
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
Top Skills
AWS
Azure
GCP
NoSQL
Python
Relational Databases
Restful Apis
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