Staff Software Engineer (Full-stack), Technical Support at Outreach

The Role: As a Full-Stack 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 senior individual contributor role will primary work on backend systems 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. While the role is backend-heavy, the engineer is expected to be comfortable designing and implementing frontend components when needed, particularly for internal tools where usability and clarity are critical. This role is ideal for engineers who consider themselves backend engineers with solid frontend instincts, rather than frontend specialists. 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. Your Key Responsibilities Will Include: • Design, build, and maintain backend services using Python. • Develop and evolve RESTful APIs consumed by frontend and internal tools. • Build data ingestion and processing pipelines for unstructured and semi-structured data, including: emails, chat transcripts, call or meeting transcripts, internal documentation • Contribute to GenAI workflows such as retrieval, summarization, and reasoning. • Ensure backend services are reliable, observable, and production-ready • Build and modify frontend components as needed for internal tools. • Implement simple, intuitive user workflows for: submitting context or issues, viewing AI-generated insights and recommendations, navigating supporting data and sources. • Work with modern frontend frameworks (e.g., React or similar.) • Ensure frontend components integrate cleanly with backend APIs. • Write clean, maintainable, and well-tested code across the stack. • Participate in and contribute to code reviews. • Follow best practices for error handling, logging, and testing. • Maintain a high quality bar for both backend and frontend code. Our Vision of You: • 8–10+ years of backend software engineering experience. • Deep expertise in Python for building production backend systems. • Experience building and consuming RESTful APIs. • Working experience with at least one modern frontend framework (React, Vue, or similar.) • Comfort working across backend and frontend codebases as needed. • Experience working in cloud environments (AWS, Azure, or GCP.) • Experience in teams that practice: code reviews, CI/CD, shared ownership of services. • Experience building internal tools or platforms. • Exposure to GenAI / LLM-based systems. • Familiarity with frontend UX considerations for operational users. • Experience handling unstructured data or search-driven interfaces. • Knowledge of authentication, authorization, and role-based access control.