Technical Support Specialist

About the role

You serve as the primary point of human contact for customers navigating the Greenhouse Suite, translating complex product functionality into clear, actionable guidance. You own the end-to-end resolution of technical support inquiries, ensuring issues are diagnosed accurately and closed efficiently to protect customer trust. You act as the voice of the customer internally, capturing detailed feedback and escalating product gaps to engineering and product teams with precision. You champion the Greenhouse platform by demonstrating its capabilities and reinforcing its value as a catalyst for organizational change during every interaction. You balance proactive problem-solving with structured troubleshooting, using available resources to deliver creative solutions while maintaining strict adherence to process. You contribute to a culture of transparency and collaboration by working closely with Customer Success, Product, and Engineering teams to align on evolving product initiatives. You help set the standard for customer happiness by owning the support experience from initial contact through final resolution. You represent Greenhouse with professionalism and empathy, ensuring every customer interaction reflects the company's mission to make hiring work for everyone.

Key facts

What you'll do

Serve as first point of contact for all technical support communications - primarily but not limited to email and online chat - to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately.

Diagnose and resolve customer issues with products in the Greenhouse Suite, escalating as needed to ensure timely follow-up and satisfactory resolution.

Expand your knowledge of our products and technical skills via both training and practical experience to keep pace with rapid product evolution.

Provide recommendations for continuous product and process improvement based on patterns observed in support interactions and emerging user needs.

Leverage deep product knowledge to educate customers on best practices, configuration options, and workflow optimizations that maximize their use of Greenhouse.

Collaborate with cross-functional partners including Customer Success, Product, and Engineering to clarify requirements, share insights, and influence product decisions.

Utilize structured troubleshooting methodologies and analytical reasoning to isolate root causes and identify effective solutions under time constraints.

Maintain detailed and accurate records of customer interactions, case notes, and resolutions within the support platform to ensure continuity and compliance.

Support broader organizational initiatives as business needs require, taking on additional projects and responsibilities that align with team priorities.

Promote a customer-centric mindset across internal touchpoints by sharing feedback, highlighting successes, and advocating for improvements that enhance the overall experience.

Drive adoption and confidence in the platform by guiding users through complex scenarios and helping them see the full value of the Greenhouse Suite.

Contribute to the development of internal support documentation, playbooks, and knowledge base articles to empower both customers and fellow team members.

Requirements

Applicants must be currently authorized to work in the United States on a full-time basis.

You must possess a minimum of 2 years of customer-facing work experience on both email and live chat channels, with live phone and video experience considered a bonus.

Proficiency with Zendesk is required as a core part of day-to-day responsibilities.

SaaS experience is mandatory for success in this role due to the nature of the product and customer environment.

You must demonstrate excellent problem-solving and analytical skills when navigating ambiguous situations and technical challenges.

You must show proven perseverance when resolving complex customer requests that require multi-step investigations or coordination.

You must have a passion for learning new tools, processes, and concepts and for sharing knowledge with colleagues and customers in a clear, helpful way.

You must communicate effectively in writing and verbally, with the ability to translate complex information for both technical and non-technical audiences.

You must bring your own unique talents and background, recognizing that diverse perspectives and transferable skills are valued even when they do not align perfectly with stated qualifications.

If you do not meet 100% of the outlined qualifications, you are still strongly encouraged to apply.

Practical notes

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