Remote SaaS Technical Support Specialist

Greenhouse Software; New York (NY); Hybrid; CAD 57,000 - 67,000; Full time

Job summary

Greenhouse Software is seeking a Technical Support Specialist to join our customer-facing team. You’ll collaborate with Customer Success, Product, and Engineering to troubleshoot issues, gather feedback, and help shape the product roadmap. Expect to work 9am–6pm PT and provide thoughtful, clear communication across channels.

You’ll thrive if you’re a problem solver who enjoys learning, writing well, and helping customers succeed with our SaaS platform. Prior Zendesk experience is valued.

Qualifications

• 2+ years customer-facing experience on email and live chat
• Experience supporting a live video support experience
• Experience using Zendesk
• SaaS experience
• Excellent problem-solving and analytical skills
• Strong written and verbal communication with technical and non-technical audiences
• Passion for learning and sharing knowledge with others
• Ability to adapt and take initiative

Responsibilities

• Serve as first point of contact for 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
• Provide recommendations for continuous product and process improvement
• Additional projects and responsibilities as business needs require

Skills

Customer facing

Live chat

Video support

Zendesk

SaaS

Communication

Problem solving

Learning mindset

Tools

Zendesk

Job description

Greenhouse Software is seeking a Technical Support Specialist to join our customer-facing team. You’ll collaborate with Customer Success, Product, and Engineering to troubleshoot issues, gather feedback, and help shape the product roadmap. Expect to work 9am–6pm PT and provide thoughtful, clear communication across channels.

You’ll thrive if you’re a problem solver who enjoys learning, writing well, and helping customers succeed with our SaaS platform. Prior Zendesk experience is valued.