Role overview

Greenhouse is seeking a Technical Support Specialist to join its support team in British Columbia. In this customer-facing position, you will serve as a product expert helping clients maximize their experience with Greenhouse’s recruiting platform, working closely with Customer Success, Product, and Engineering teams to drive customer satisfaction and gather insights that influence the product direction.

Key responsibilities

Act as the primary point of contact for technical support inquiries through email, online chat, and live video support channels.
Diagnose and troubleshoot customer issues with Greenhouse products, escalating complex problems appropriately to ensure timely resolution.
Provide clear answers and assistance to customers while maintaining friendly, professional communication throughout each interaction.
Collect and route customer feedback and product recommendations to relevant internal teams for consideration.
Continuously expand your technical knowledge and product expertise through formal training and hands-on experience.
Contribute recommendations for improving support processes and product offerings based on customer interactions.
Handle additional projects and responsibilities as business priorities evolve.

Requirements

A minimum of two years of customer-facing support experience using email and live chat platforms.
Practical experience with Zendesk support software.
Background working in a SaaS (Software-as-a-Service) environment.
Strong problem-solving and analytical abilities with the capacity to find creative solutions and workarounds.
Demonstrated persistence in resolving customer requests and maintaining composure under pressure.
Excellent written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical audiences.
Self-motivation, organizational skills, and the ability to manage multiple priorities independently.

What makes this role worth considering

Working as a Technical Support Specialist at Greenhouse offers insight into the product roadmap and the opportunity to influence how customers perceive and use the platform. You’ll collaborate with cross-functional teams and gain the autonomy to make decisions that directly impact customer success. The role operates on a set schedule of 9am to 6pm PT, allowing for predictable work hours.