Senior Support Engineer

Our mission at Greenhouse is to make hiring work for everyone – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can achieve our mission. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Senior Support Engineer I to join our team in the Eastern Time Zone! In this role, you'll collaborate with our Customer Support, Engineering, and Customer Success teams, troubleshooting a wide range of technical issues for our customers. Working alongside Greenhouse's engineers, you’ll have the opportunity to dive deep into the technical aspects of the Greenhouse product suite and sharpen your technical skills. Who will love this job An innovator – you think creatively to tackle problems and discover workarounds using all available resources A wordsmith – you have the ability to communicate clearly, concisely, and with a friendly tone in order to transcend the starkness of chat and email to leave customers feeling heard A project manager – you can multi-task and balance priorities without breaking a sweat What you’ll do Effectively resolve the most complex technical issues for customers, including providing guidance, routing product feedback, and handling escalated customer problems Triage and manage open customer issues, escalating when appropriate to ensure timely and satisfactory resolution Collaborate cross-functionally with Customer Success, Product, and Engineering teams to deliver a seamless experience and maintain a high standard of customer happiness Provide technical leadership, strong judgment, and mentorship to the Support Engineering team, improving knowledge sharing and overall effectiveness as Greenhouse scales Own the development and refinement of internal tools, processes, diagnostics, and runbooks to enhance team capabilities and multiply productivity, including improving internal tools Maintain and update internal support documentation Provide call-back phone resolution for customers as needed You should have 5+ years of customer-facing technical experience, with a proven ability to support enterprise customers and collaborate with Engineering on complex escalations Outstanding written and verbal communication skills, including the ability to translate technical concepts for non-technical audiences and confidently provide live video supportDeep experience debugging complex issues, especially related to APIs, and familiarity with logging software (e.g. Sumologic, Datadog, Rollbar) A proven ability to collaborate cross-functionally with internal teams and external third-parties to resolve ambiguous issues and manage stakeholder expectations A strong ownership mentality, demonstrating responsibility for the end-to-end customer experience and driving continuous process improvement Excellent organizational skills and the ability to effectively manage competing priorities and multi-task A track record of effecting positive change and improving support processes beyond individual ticket resolution Your unique talents! If you don’t meet 100% of the qualifications above, tell us in your cover letter why you’d be a great fit for this role Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time. For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company. The national pay range for this role is $87,700 - $127,100 CAD. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role. #LI-MM1 Who we are At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We’re committed to designing and responsibly using AI tools to transform how we work while keeping people at the center. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. – Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to [email protected]. Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.