Senior Support Engineer

Greenhouse is hiring a Senior Support Engineer in Ontario to take on the toughest technical challenges our customers face and turn them into smooth, confidence-building resolutions. If you love untangling complex problems and helping people through clear, human communication, this full-time role belongs on your shortlist.

About the Role

As a Senior Support Engineer based in Ontario and working within the Eastern Time Zone, you'll partner closely with our Customer Support, Engineering, and Customer Success teams to diagnose and resolve a broad spectrum of technical issues across the Greenhouse product suite. Sitting shoulder-to-shoulder with our engineers, you'll go deep on the technical inner workings of our platform while continually growing your own craft.

Key Responsibilities

• Resolve the most intricate technical escalations, offering guidance, channeling product feedback, and owning difficult customer situations end to end.
• Triage open cases, manage them to a timely outcome, and escalate thoughtfully when a faster path to resolution is needed.
• Work across functions with Product, Engineering, and Customer Success to deliver a connected, high-quality customer experience.
• Mentor fellow Support Engineers, share knowledge, and strengthen the team's effectiveness as Greenhouse grows.
• Build and refine internal tools, diagnostics, runbooks, and processes that multiply the team's productivity.
• Keep internal support documentation current, and provide call-back phone support when customers need it.

Qualifications

• 5+ years in customer-facing technical roles, including supporting enterprise accounts and partnering with Engineering on complex escalations.
• Exceptional written and verbal communication, with a knack for making technical concepts accessible and the confidence to deliver live video support.
• Hands-on experience debugging difficult problems, especially involving APIs, plus familiarity with logging tools such as Sumologic, Datadog, or Rollbar.
• Proven cross-functional collaboration with internal teams and outside partners to untangle ambiguous issues and manage expectations.
• A strong ownership mindset and excellent organizational skills for juggling competing priorities.
• A history of improving support processes well beyond closing individual tickets.

About Greenhouse

Greenhouse exists to make hiring work for everyone, and we use our own product to build remarkable teams. We collaborate with intention, champion inclusion, and operate with transparency and accountability. Applicants must be legally eligible to work in Canada as of their start date; sponsorship is not available at this time. The national pay range for this role is $87,700–$127,100 CAD, with individual compensation based on experience and qualifications.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.