Senior Support Engineer

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 support
• Deep 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.

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