Job Description
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 Technical Support Specialist to join our team!
As customer-facing product experts, our Technical Support Specialists lead our efforts to showcase Greenhouse as not just a set of useful recruiting features, but as a platform for organizational change. You’ll be a part of a team that has a high bar for customer happiness and strives to help our customers transform the way they hire.
Often cited by our users as the “best thing about Greenhouse”, Technical Support Specialists work with our Customer Success, Product, and Engineering teams to provide a level of support that best helps our stakeholders. This unique opportunity puts you in the best position to have insight into the product roadmap, manage expectations for future releases, and elevate our customers’ experience with Greenhouse.
Who will love this job
- An advocate – you thrive on engaging with our customers, working hard to help them succeed
- A problem solver – you creatively find solutions and discover workarounds using the resources available
- A wordsmith – you communicate clearly, concisely, and with a friendly tone
- A helper – you are friendly and patient, crafting a positive experience for our customers with each interaction
- An efficient worker – you juggle priorities without breaking a sweat, maintaining an excellent level of organization
What you’ll do
- Serve as the first point of contact for technical support communications via email, chat, and video calls, providing timely assistance, troubleshooting issues, and ensuring a high-quality customer experience
- Diagnose, investigate, and resolve complex customer issues within Greenhouse, driving issues to resolution and escalating strategically when needed
- Provide guidance to customers on product setup, feature usage, configuration, and integration, helping ensure successful implementation and adoption
- Clearly explain product capabilities, limitations, and expected behaviors to set accurate expectations and build customer confidence
- Act as a subject matter expert by identifying patterns in customer challenges and contributing recommendations for product, process, and documentation improvements
- Continuously deepen product expertise and technical knowledge, and share insights to elevate team capability and support quality
- Additional projects and responsibilities as business needs require
You should have
- 2+ years customer-facing work experience on both email, & live chat
- Experience using Zendesk
- Excellent problem solving and analytical skills
- Proven ability to explain technical architecture and “best practice” workflows to both technical and non-technical stakeholders
- Comfort adapting to evolving technologies, including AI-assisted tools, with the ability to apply critical thinking and human judgment when supporting customers
- A passion for learning and sharing knowledge with others
- Excellent written and verbal communication skill with the ability to convey complex information to technical and non-technical audiences
- Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren’t always in alignment with a given role - but those are qualities we value at Greenhouse. If you don’t meet 100% of the qualifications outlined above, we still strongly encourage you to apply
Applicants will be required to provide evidence of their right to work in Ireland as part of the application process and it is pre-condition to any offer of employment. Greenhouse is not in a position to support employment permit applications for candidates for this role.
Greenhouse provides a variety of benefits to employees, including medical, dental, life and disability insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For Ireland-based employees, we offer 25 days’ vacation and an employer matching pension program.
#LI-MS2
Who we are
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. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row.
–
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. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io.
Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.
