Product Support Engineer - NAMER
Ashby
Remote · Full Time
Hiring locations: Remote - US · United States · Remote - Canada · Canada
Open posting at AshbyCheck the posting for country and time zone requirements before applying.
Employer’s description
HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER. We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process. NOT SURE WHICH SUPPORT ROLE IS RIGHT FOR YOU? We’re hiring for both Product Support Specialist and Product Support Engineer roles. - Support Specialist owns cases and customer communication end-to-end. Troubleshoots complex issues by navigating internal tooling — audit logs, user experience testing, and API testing — to help customers reach successful outcomes. - Support Engineering serves as the escalation point between Support Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don't require product code changes. Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review. ABOUT THE ROLE Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect. You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As a Support Engineer in AMER, you’ll work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team. WHAT YOU’LL OWN: - Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved. - Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues. - Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers. - Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback. - Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement. - Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team. - Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence. YOU SHOULD APPLY IF: - You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior. - You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes. - You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly. - You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones. - You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design. - You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works. YOU SHOULD NOT APPLY IF: - You’re looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership. - Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting. - You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself. - You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes. - You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions. - You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works. ABOUT ASHBY Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com https://www.ashbyhq.com/. ABOUT GO TO MARKET We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles to get a sense of what we value in People Leaders at Ashby. INTERVIEW PROCESS Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership. - Intro call with Recruiting — 30 min - Take-home assessment — 5 days to complete - Hiring Manager interview — 45–60 min - Virtual onsite — 120 min - Meet the team — 30 min - Technical & integration skills — 45 min - CS and Support leadership — 30 min - Closing questions — 15 min ONBOARDING Your onboarding will combine Ashby-wide product and company training with a Support Engineering-specific ramp plan. You’ll learn the product and support workflow, get familiar with the tools and systems used for technical investigations, and build relationships across Support, Product, and Engineering. With support from your manager and onboarding buddy, you’ll take on increasingly complex investigations as you build context, with regular check-ins throughout your first 90 days. BENEFITS Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable. - Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. - A $1,200 annual learning and professional-development budget. - A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. - Extended health benefits for you and your dependents (subject to availability with our Employer of Record) - Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. 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. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.