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 compl