Product Support Engineer - EMEA

Academic Key; United Kingdom; Remote; GBP 55,000 - 75,000; Full time

Job summary

Ashby is hiring a Product Support Engineer in EMEA to own complex technical issues involving APIs, integrations, logs, and data. You’ll act as the escalation point between Support and Product Engineering, establishing regional practices and collaborating across time zones.

You’ll be the first technical owner for EMEA, shaping regional operations, improving documentation, and driving customer outcomes with a data-driven approach.

Qualifications

• Hands-on, customer-centric technical role experience.
• Ability to investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
• Clear, constructive communication across time zones and with both technical and non-technical audiences.

Responsibilities

• Own complex technical issues from intake to resolution or escalation.
• Investigate APIs, integrations, logs, data, and configuration end-to-end; provide reproducible steps and context to Engineering.
• Identify recurring problems and contribute to documentation, enablement, tooling, or process improvements.

Skills

APIs

Integrations

Logs

Data handling

Tools

Plain

GitHub

Datadog

Job description

# Product Support Engineer - EMEA**How We Work & What We Value - Ashby** · United KingdomAbroad United Kingdom◷ Full Time✓ Link validatedHello! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in EMEA We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a global team while establishing the technical Support Engineering presence in EMEA, with the ownership and visibility that come from being its first Support Engineer across European time zones. 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 Ashby’s first Support Engineer in EMEA, you’ll establish regional operating practices and handoff norms across European time zones while bringing EMEA 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. Establish EMEA coverage, handoff, and operating practices across European time zones while bringing regional 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 want to be the first technical owner for EMEA and are energized by building regional structure within a global team. 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 troublesh