Product Support Engineer - EMEA

Ashby; Sweden; Hybrid; SEK 523,617 - 1,134,503; Full time

Benefits offered by this job

Competitive salary and equity

Unlimited PTO

Education budget

Top-notch health insurance

Job summary

Ashby is seeking a Support Engineer to provide excellent technical support to customers in Europe. You'll diagnose and resolve technical issues and collaborate with the engineering team to improve products. The ideal candidate will possess strong technical understanding and excellent communication abilities.

This role offers a competitive salary, equity, and benefits like unlimited PTO and a generous home office budget.

Qualifications

• Strong technical understanding of software applications and Internet protocols.
• Excellent verbal and written communication skills.
• Passion for customer service.

Responsibilities

• Develop technical understanding of Ashby capabilities.
• Support integration issues and bug reports.
• Collaborate with Engineering on product improvements.
• Create and maintain documentation of support processes.

Skills

Technical understanding of software applications

Troubleshooting skills

Excellent communication skills

Ability to adapt to a dynamic environment

Job description

Hello! I’m Allie, Head of Support here at Ashby. I'm excited to share that we're hiring a Support Engineer in Europe!

About This Role

As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues. You will assist with investigating and resolving technical issues that come to Support while identifying patterns in customer inquiries to drive product improvement. Your knowledge of integrations and platforms will be key to your success.

Role Responsibilities

• Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues.
• Support integration issues, API inquiries, and bug reports.
• Leverage integration frameworks to troubleshoot and resolve complex issues.
• Provide exceptional customer service.
• Collaborate with Engineering to streamline product improvements.
• Create and maintain documentation of support processes.
• Gather and relay customer feedback to inform product development.
• Share knowledge with the Support Team to enable them.

Role Requirements

• Strong technical understanding of software applications, Internet protocols, troubleshooting, and scripting automation.
• Excellent verbal and written communication skills.
• Passion for delivering outstanding customer service.
• Ability to work effectively within a team and independently.
• Comfortable adapting to a dynamic environment and rapid changes.

Benefits

• Competitive salary and equity.
• 10‑year exercise window for stock options.
• Unlimited PTO with recommended four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and home office furniture budget.
• $100/month education budget.
• Top‑notch health insurance for you and dependents in the US.

EEO Statement

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 expression.

Compensation Range: €48K - €104K