Remote 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.
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.
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
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
Maintain and update internal support documentation
Provide call-back phone resolution for customers as needed
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. A strong ownership mentality, demonstrating responsibility for the end-to-end customer experience and driving continuous process improvement
• A track record of effecting positive change and improving support processes beyond individual ticket resolution
• 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.) The national pay range for this role is $87,700 - $127,100 CAD. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. 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. 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. Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.See this page on our website if you suspect a phishing scam.