Senior Support Engineer

Greenhouse•Ontario, ON

1d•CA$87,700 - CA$127,100•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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