Product Support Engineer - EMEA

📋 Description

• • As a Product Support Engineer at Ashby, you will be at the center of delivering exceptional customer experiences by diagnosing and resolving technical issues, ensuring high satisfaction through effective communication and problem-solving. You will investigate and resolve technical issues from customers, identify patterns in inquiries to drive product improvements, and support the enablement of the Support team on technical concepts.
• • Day to day, you will develop a deep technical understanding of Ashby’s capabilities to troubleshoot integration issues, API inquiries, and bug reports; leverage expertise in integration frameworks to resolve complex technical challenges; provide outstanding customer service; collaborate with Engineering to escalate issues and contribute to product improvements; create and maintain documentation for the knowledge base; gather and relay customer feedback to inform product development; and share knowledge with the Support team to enhance collective understanding.
• • Ashby is building the next generation of enterprise software to help talent leaders, recruiters, and hiring managers improve their hiring processes. The company is well-funded, backed by investors including Y Combinator, Elad Gil, and Lachy Groom, and launched publicly in October 2022. The Support team is part of the Customer Success department within the Go To Market function, focused on delivering best-in-class products and customer experiences through small, high-performing teams.
• • In this role, you will deepen your expertise in software integrations, APIs, and technical troubleshooting while developing strong communication and collaboration skills. You will contribute directly to product improvement by identifying customer pain points, influence documentation and enablement strategies, and grow your ability to work effectively across teams in a dynamic, remote-first environment.