Technical Support Specialist

About the role

At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability. As a Technical Support Specialist, you’ll be a customer-facing product expert who showcases Greenhouse as a platform for organizational change. You’ll work with Customer Success, Product, and Engineering teams to provide exceptional support, often cited by users as the "best thing about Greenhouse." This role offers insight into the product roadmap, helps manage expectations for future releases, and elevates the customer experience.

Who will love this job

• An advocate – you thrive on engaging with customers and helping them succeed
• A problem solver – you creatively find solutions and workarounds using available resources
• A wordsmith – you communicate clearly, concisely, and with a friendly tone
• A helper – you are friendly and patient, crafting a positive experience for customers
• An efficient worker – you juggle priorities while maintaining excellent organization
• A self-motivated individual – you excel in environments with autonomy to make decisions

Responsibilities

• Serve as the first point of contact for technical support via email, online chat, and other channels to answer questions, provide assistance, troubleshoot issues, and route product feedback
• Diagnose and resolve customer issues with Greenhouse Suite products, escalating as needed for timely follow-up and resolution
• Expand your product knowledge and technical skills through training and hands-on experience
• Provide recommendations for continuous product and process improvement
• Take on additional projects and responsibilities as business needs require

Requirements

• 2+ years of customer-facing experience on email and live chat channels (phone and video experience is a bonus)
• Experience using Zendesk
• SaaS experience
• Excellent problem-solving and analytical skills
• Proven perseverance in resolving customer requests
• Passion for learning and sharing knowledge with others
• Strong written and verbal communication skills, with the ability to convey complex information to technical and non-technical audiences
• Currently authorized to work in the United States on a full-time basis

Your unique background and transferable skills are valued at Greenhouse. If you don’t meet 100% of the qualifications, we still encourage you to apply.

Pay

The national pay range for this role is $55,800–$63,500. 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, merit increases, and sales commissions based on the applicable plan.

Benefits

• Medical, dental, and vision insurance
• Basic life insurance
• Mental health resources and financial wellness benefits
• Fully paid parental leave program
• Short-term and long-term disability coverage
• 401(k) plan with company match
• Up to 14 scheduled paid holidays per calendar year
• Up to 80 hours of paid sick leave per calendar year
• Non-exempt employees accrue up to 20–25 days of paid vacation annually, depending on tenure
• Exempt employees have flexible paid time off (PTO)

About Greenhouse

Greenhouse is a remote-first company with shared office spaces in New York City and Ireland, as well as optional co-working spaces for flexibility. We use our own product to hire the right person for every role and are committed to designing and responsibly using AI tools while keeping people at the center. We foster growth through a performance review program and a bonus structure that rewards great performance. Our inclusive culture celebrates diverse perspectives and life experiences, supported by employee resource groups. Greenhouse has been recognized as one of Fortune’s Best Places to Work and Inc.’s Best Workplaces.