Product Support Specialist - EMEA

Ashby; Dublin; On-site; EUR 45,500 - 76,500; Full time

Benefits offered by this job

Unlimited PTO

Education budget

Paid family leave

Equipment budget

Stock options

Job summary

Ashby is seeking a Product Support Specialist based in Dublin, Ireland. The role involves providing technical support to customers and engaging in complex problem-solving while working a flexible schedule including some weekends. You will collaborate with the engineering team to enhance support capabilities and develop workflow automation. We offer an inclusive culture, unlimited PTO, and competitive compensation between €45.5K - €76.5K. Join us in delivering top-tier support for our innovative products.

Qualifications

• Experience with B2B support for customers across various organization sizes.
• Willingness to engage deeply in technical problem-solving.
• Strong communication skills and empathy in customer interactions.

Responsibilities

• Provide technical support to customers using Ashby’s products.
• Collaborate with the engineering team to enhance support capabilities.
• Develop automation workflows for improved team efficiency.

Skills

Problem-solving skills

Customer service orientation

Technical troubleshooting

Attention to detail

Curiosity and proactiveness

Job description

Hello! I’m Laura, Support Manager at Ashby. I'm excited to share that we're hiring Product Support Specialists in Europe.

We're currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. The role follows either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application.

Over the past few years, we’ve built a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. By joining the team, you’ll contribute to delivering that same world-class experience.

In this role, you’ll work closely with customers every day. Ashby is a broad and complex product, so you can expect to handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices.

You’ll Also Spend Time On Projects That Make The Work We Do Better

• Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team.
• Developing workflow automation allowing for better team cohesion and efficacy.

As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication. These and other values, which we’ll explore more deeply during the interview process, guide how we work.

You Should Apply If

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.
• You’re curious—both when addressing customers and when creating solutions that improve our workflows. You seek the answers beyond what’s on the surface.
• You have strong problem-solving skills. You’re skilled at both defining the scope of a problem and creating a comprehensive solution.
• You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.
• You prioritize ownership in finding solutions for customers. When given a problem, you proactively make decisions rooted in principled thinking to solve it.
• You have offered B2B support to customers, ranging from small business through enterprise organizations.

You Should Not Apply If

• You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.
• You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit.
• You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area.
• You value in‑office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self‑starters!

About Ashby

We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://www.ashbyhq.com/

We are well‑funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are already working with amazing companies we’re proud to partner with.

We’ve built an incredible team and exceptional product over the past few years, and we truly are just getting started. In short, this is the perfect time to join.

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 to get a sense of what we value in People Leaders at Ashby.

Interview Process

• Intro Call with Recruiting - 30 Minutes
• Take Home Assessment - 1 week to complete
• Hiring Manager Interview - 45-60 Minutes
• Final Round Interview - 90 Minutes

Onboarding Process

Ashby is a highly complex product, and we invest a lot of time in ensuring our support team members are experts on the platform. Your first 30 days will focus primarily on onboarding and learning the product. With support and guidance, you’ll begin taking tickets in week one, so you can start getting to know our customers, our processes, and begin making an impact right away. All while continuing to build confidence and depth in the platform.

Benefits

• 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.
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

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.

Compensation Range: €45.5K - €76.5K