EMEA Product Support Engineer – Early Technical Owner

Ashby, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Home-office budget

Company laptop

Learning budget

Job summary

Ashby, Inc. is hiring a Product Support Engineer to establish regional presence in EMEA and support high‑volume technical inquiries across time zones.

You will join a global Support Engineering team, own escalations, and partner with Product and Engineering to drive improvements. You’ll work with APIs, integrations, logs, and data in a fast‑growing SaaS environment, helping customers achieve successful outcomes while shaping regional operating practices.

Responsibilities

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
• Build trusted 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.
• Establish EMEA coverage, handoff, and operating practices across European time zones while aligning with the global team.
• Track and improve outcomes like resolution speed, escalation quality, and customer satisfaction.

Job description

Ashby, Inc. is hiring a Product Support Engineer to establish regional presence in EMEA and support high‑volume technical inquiries across time zones.

You will join a global Support Engineering team, own escalations, and partner with Product and Engineering to drive improvements. You’ll work with APIs, integrations, logs, and data in a fast‑growing SaaS environment, helping customers achieve successful outcomes while shaping regional operating practices.