Product Support Engineer - Americas

About This Role

As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues, ensuring a high level of customer satisfaction through effective communication and problem‑solving. You will assist with investigating and resolving technical issues that come to Support while identifying patterns in customer inquiries to drive product improvement, and opportunities to enable our Support team on technical concepts.

Your knowledge of integrations and platforms will be key to your success, as you’ll leverage this expertise to address customer inquiries related to system integrations, data flow, and product functionality. You’ll be a key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.

• Technical Troubleshooting:
  Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports.
• Expertise in Integrations:
  Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes.
• Customer
  
  Experience:
  
  Provide exceptional customer service, ensuring clients feel supported and valued.
• Collaboration with Engineering:
  Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
• Documentation:
  Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
• Continuous Improvement:
  Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
• Support Enablement:
  Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

• Technical Expertise:
  Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users. Detail‑oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally.
• Customer‑Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.
• Team
  
  Collaboration:
  
  Ability to work effectively within a team and independently, with a proactive approach to solving problems.
• Adaptability:
  Comfortable working in a dynamic environment with the ability to adapt to product updates and process improvements quickly.

• You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
• You are passionate about helping customers and providing a top‑notch support experience.
• You have excellent communication skills and can convey technical information clearly to various audiences.
• You thrive in a collaborative environment and enjoy working closely with engineering teams.
• You are proactive, detail‑oriented, and always looking for ways to improve processes.

• You do not have a strong technical background or experience in technical troubleshooting.
• You are not comfortable with asynchronous collaboration or communicating in a thoughtful way with customers, support team members, or engineers.
• You are not comfortable communicating with customers or explaining technical concepts in simple terms.
• You are not adaptable to changing environments and new technologies.
• You do not have a passion for customer‑facing interactions and providing a great customer experience.
• You value in‑office culture for motivation; this role is remote, so we’re seeking self‑starters.

We’re building the…