Greenhouse Software

Greenhouse is a leading hiring software company that provides a comprehensive suite of tools and services to help businesses excel in their hiring practices. With a focus on fair and equitable hiring, Greenhouse offers scalable workflows and innovative...

Professional Services

Industrials

251-1K (930)

Founded 2012

$110M raised

11 open positions

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Senior Support Engineer

1 month, 1 week ago

Remote

Full-time

Senior

Technical Support Engineer

Customer and Technical Support

Datadog

Apply Now

Greenhouse Software

Professional Services

251-1K

Founded 2012

$110M raised

View All Jobs 11

Description

Resolve the most complex technical customer issues, including escalations, guidance, and product feedback routing.
Triage and manage open customer issues and escalate when appropriate to ensure timely resolution.
Collaborate cross-functionally with Customer Support, Customer Success, Product, and Engineering teams.
Provide technical leadership, sound judgment, and mentorship to the Support Engineering team.
Develop and refine internal tools, processes, diagnostics, and runbooks to improve team productivity.
Maintain and update internal support documentation.
Provide callback phone support for customers as needed.

Requirements

5+ years of customer-facing technical experience supporting enterprise customers and collaborating with Engineering on complex escalations.
Outstanding written and verbal communication skills, including the ability to translate technical concepts for non-technical audiences and provide live video support.
Deep experience debugging complex issues, especially API-related issues, and familiarity with logging tools such as Sumologic, Datadog, or Rollbar.
Proven ability to collaborate cross-functionally with internal teams and external third parties to resolve ambiguous issues and manage stakeholder expectations.
Strong ownership mentality with responsibility for the end-to-end customer experience and continuous process improvement.
Excellent organizational skills and the ability to manage competing priorities and multi-task effectively.
A track record of making positive changes and improving support processes beyond individual ticket resolution.
Legal eligibility to work in Canada at the start date, without sponsorship support.
Cover letter encouraged if you do not meet 100% of the listed qualifications.

Benefits

National pay range of $87,700 to $127,100 CAD.
Eligibility for additional compensation, including stock option awards, bonuses, and merit increases.
Remote-first work environment with shared office spaces in New York City and Ireland.
Optional co-working spaces for flexible work.
Performance review program with actionable feedback.
Bonus structure that rewards strong performance.
Employee resource groups and an inclusive culture.
Reasonable accommodation support during the application process.

Interested in this position?

Apply directly on the company website

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