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Senior Support Engineer

1 week, 5 days ago
Remote
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Datadog
Apply Now
Greenhouse Software

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
251-1K
Founded 2012
$110M raised
View All Jobs 7

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

Apply Now

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