Product Support Engineer - Americas

Ashby Inc.

Job Overview

Location

Remote - US

Job Type

Full-time

Full Job Description

📋 Description

• Diagnose and resolve technical issues for customers using deep knowledge of Ashby’s platform, integrations, API functionality, and system architecture to ensure timely and effective solutions.
• Investigate and troubleshoot complex integration issues related to data flow, third-party systems, and API connectivity, leveraging logs, code analysis, and technical documentation to identify root causes.
• Collaborate directly with the Engineering team to escalate critical bugs, share customer insights, and contribute to product improvements based on recurring technical patterns observed in support interactions.
• Create, maintain, and update detailed documentation for support processes, common technical issues, troubleshooting steps, and integration workflows to enhance the internal knowledge base and customer self-service resources.
• Provide exceptional customer service by communicating technical concepts clearly and empathetically to non-technical users, ensuring clients feel supported, valued, and understood.
• Identify trends in customer inquiries and proactively recommend product enhancements, process optimizations, and documentation updates to reduce repeat issues and improve overall user experience.
• Enable the broader Support team by sharing technical knowledge, conducting knowledge transfers, and helping build collective expertise on platform capabilities, integrations, and troubleshooting techniques.
• Analyze customer feedback and relay actionable insights to product and engineering teams to inform roadmap priorities and drive continuous product evolution.
• Work asynchronously across time zones within the Americas to support global customers while maintaining high responsiveness and quality in all customer interactions.
• Adapt quickly to product updates, new features, and evolving support processes in a fast-paced, dynamic environment with frequent changes to platform functionality.
• Maintain meticulous attention to detail when documenting reproduction steps, error messages, and customer context to ensure accurate internal reporting and efficient resolution.
• Contribute to the overall customer success strategy by aligning technical support efforts with Ashby’s mission to deliver a best-in-class customer experience and a highly differentiated product.

🎯 Requirements

• Strong technical background in software applications, Internet protocols, API integrations, and technical troubleshooting
• Excellent verbal and written communication skills with ability to explain technical concepts to non-technical audiences
• Proven experience with scripting, automation, and analyzing system logs to resolve complex technical issues
• Passion for delivering outstanding customer service and a commitment to positive customer experiences
• Ability to work effectively both independently and collaboratively within cross-functional teams
• Comfort with asynchronous communication and adapting to rapidly changing product environments

🏖️ Benefits

• Competitive salary and equity with a 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and home office furniture budget
• $100/month education budget with manager approval for larger expenses like conferences
• Top-notch health insurance for employees and dependents with all premiums covered by Ashby

Skills & Technologies

REST

Remote

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Ashby Inc.

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About Ashby Inc.

Ashby provides recruiting software that combines applicant tracking, candidate relationship management, and analytics in a single platform. It enables recruiting teams to manage pipelines, schedule interviews, communicate with candidates, and generate reports using customizable workflows and automation. The platform integrates with email, calendars, and other recruiting tools to consolidate data and streamline hiring processes. Founded in 2018, Ashby serves high-growth technology companies and enterprises seeking to improve hiring efficiency and make data-driven recruiting decisions.

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