Product Support Engineer - APAC

Ashby Inc.

Job Overview

Location

Japan

Job Type

Full-time

Full Job Description

📋 Description

• Diagnose and resolve technical issues for customers using deep knowledge of Ashby’s platform, integrations, API systems, and data flow configurations to ensure timely and effective solutions.
• Investigate and troubleshoot complex integration issues across third-party platforms, analyzing logs and code to identify root causes and deliver accurate resolutions.
• Serve as a technical liaison between customers and the Engineering team by escalating critical bugs, sharing detailed reproduction steps, and providing actionable feedback to improve product stability and functionality.
• Proactively identify patterns in recurring customer inquiries and translate them into clear recommendations for product enhancements, documentation updates, and process streamlining.
• Create, maintain, and update comprehensive documentation for support processes, common technical issues, and step-by-step solutions to strengthen the internal knowledge base and enable the broader Support team.
• Deliver exceptional customer service by communicating technical concepts clearly and empathetically to non-technical users, ensuring clients feel supported and valued throughout their experience.
• Collaborate with the Support and Engineering teams to develop and deliver enablement materials that enhance team-wide understanding of Ashby’s technical architecture and integration capabilities.
• Gather and relay customer feedback on product usability, integration challenges, and feature gaps to inform product development priorities and roadmap decisions.
• Work asynchronously across global time zones to provide consistent, high-quality support to customers in the APAC region while maintaining responsiveness and clarity in all communications.
• Adapt quickly to product updates, new integrations, and evolving support workflows in a fast-paced, remote-first environment with minimal supervision.
• Contribute to continuous improvement of support operations by identifying inefficiencies in ticket resolution, documentation gaps, or training needs and proposing scalable solutions.
• Maintain meticulous attention to detail when documenting technical issues, customer interactions, and internal reports to ensure accuracy and reproducibility across teams.
• Act as a subject matter expert on Ashby’s integration frameworks and platform capabilities, serving as a go-to resource for both customers and internal support staff.

🎯 Requirements

• Strong technical expertise in software applications, Internet protocols, API integrations, and technical troubleshooting with hands-on experience analyzing logs and code.
• Excellent verbal and written communication skills with the ability to explain complex technical concepts clearly to non-technical customers and cross-functional teams.
• Proven experience in customer-facing technical support roles with a passion for delivering outstanding customer experiences.
• Ability to work independently and collaboratively in a remote, asynchronous environment with strong self-motivation and time management skills.
• Detail-oriented mindset with a track record of documenting processes, issues, and solutions accurately and thoroughly.
• Comfort adapting to rapid product changes and evolving technical environments in a startup setting.

🏖️ 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, with plans to expand to other countries.
• Generous equipment, software, and office furniture budget to ensure productivity and comfort.
• $100/month education budget, with manager approval for larger expenses like conferences.
• Top-notch health insurance for U.S. 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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