Product Support Specialist - Americas

Role Overview

Product Support Specialists in North America are responsible for providing technical support during weekend shifts. Each weekend day is balanced with a weekday off, allowing a Tuesday–Saturday or Sunday–Thursday schedule with occasional holiday adjustments.

• Engage with customers daily, troubleshooting complex SaaS issues from first report to resolution.
• Analyze and isolate configuration problems, reproduce ambiguous behaviors, and communicate findings clearly.
• Guide customers through detailed workflows and best practices for the Ashby platform.
• Contribute to internal projects such as enabling technical up‑leveling of the support team and automating workflow processes for improved team efficiency.

• Experience owning complex SaaS troubleshooting across all stages (isolation, reproduction, resolution).
• Ability to explain technical issues concisely to diverse audiences, while thinking systematically and maintaining strong ownership in asynchronous environments.
• Curiosity about both customer experience and solution development, seeking answers beyond the surface.
• High attention to detail, thorough and clear communication, and empathy toward customers.
• Capability to balance investigation, customer communication, and escalation quality in a fast‑moving environment.
• Background in B2B support across a range of company sizes, from SMB to enterprise.

• 10‑year exercise window for stock options with no pressure to purchase if you leave.
• Unlimited PTO with a recommendation of four weeks per year.
• Twelve weeks of fully paid family leave in the U.S. (expandable to other countries as opportunities arise).
• Generous equipment, software, and office furniture budget.
• $100/month education budget for courses and conferences (expanded with manager approval).
• Top‑notch health insurance for U.S. employees and dependents with all premiums covered.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. This advertisement is for an active, existing vacancy within our organization. We may use artificial intelligence‑driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.