EMEA Product Support Engineer - First in Region

Cerebras; Ireland; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Professional development budget

Home-office budget and laptop

Team off-sites

Job summary

Ashby is hiring its first Product Support Engineer in EMEA to own complex technical issues across integrations, APIs, data, and workflows. You’ll collaborate with Product and Engineering to determine when issues are resolved by Support or escalated, and help establish regional operating practices across European time zones.

You’ll work with tools like GitHub, Datadog, and databases to provide well‑validated escalations with clear reproduction steps and evidence, while improving enablement and

Qualifications

• Hands-on, customer-centric technical role investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior.
• Ability to move between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.

Responsibilities

• 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.

Skills

APIs

Integrations

Logs

Data

Customer-centric

Documentation

Technical investigations

Cross-time-zone communication

Tools

GitHub

Datadog

Databases

Job description

Ashby is hiring its first Product Support Engineer in EMEA to own complex technical issues across integrations, APIs, data, and workflows. You’ll collaborate with Product and Engineering to determine when issues are resolved by Support or escalated, and help establish regional operating practices across European time zones.

You’ll work with tools like GitHub, Datadog, and databases to provide well‑validated escalations with clear reproduction steps and evidence, while improving enablement and