Product Support Engineer - EMEA

ashby; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Equity

Unlimited PTO

Family leave (US)

Equipment budget

Education budget

Health insurance

Home office setup

Job summary

Ashby is seeking its first Europe-based Support Engineer to diagnose and resolve technical issues, focusing on API integrations and platform data flow. You will contribute to documentation and enablement while partnering with Engineering and Support to improve customer experiences across Europe.

The role emphasizes customer-centric problem solving, technical excellence, and proactive feedback to drive product improvements in a fast-growing enterprise software company.

Qualifications

• Strong technical background with API integrations.
• Excellent written and verbal communication.
• Customer-focused with problem-solving.
• Collaborative with engineering teams.

Responsibilities

• Technical Troubleshooting: diagnose issues and guide customers on integrations and API questions.
• Expertise in Integrations: identify patterns and suggest product improvements.
• Customer Experience: deliver outstanding service and clear communication.
• Collaboration with Engineering: escalate and share insights for improvements.
• Documentation: create and maintain support knowledge base.

Skills

API integrations

Troubleshooting

Customer communication

Documentation

Team collaboration

English communication

Tools

Postman/API tooling

Scripting

Job description

Hello! I’m Allie, Head of Support here at Ashby. We’re hiring our first Support Engineer in Europe.

About this Role

As a Support Engineer, you will provide an excellent customer experience by diagnosing and resolving technical issues, ensuring a high level of customer satisfaction through effective communication and problem-solving. You will investigate and resolve technical issues that come to Support, identify patterns in customer inquiries to drive product improvement, and enable our Support team on technical concepts. Your knowledge of integrations and platforms will help address customer inquiries related to system integrations, data flow, and product functionality. You’ll contribute to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.

Role Responsibilities:

• Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and drive timely and effective resolutions for customers. Provide guidance on integration issues, API inquiries, and bug reports.

• Expertise in Integrations: Leverage understanding of integration frameworks and related technologies to troubleshoot complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes.

• Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued.

• Collaboration with Engineering: Work with the Ashby Engineering team to escalate issues, share insights, and contribute to product improvements.

• Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.

• Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.

• Support Enablement: Share expanding knowledge with the Support Team to foster a holistic understanding of the platform.

Role Requirements:

• Technical Expertise: Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.

• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally.

• Customer-Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.

• Team Collaboration: Ability to work effectively within a team and independently, with a proactive approach to solving problems.

• Adaptability: Comfortable working in a dynamic environment with the ability to adapt to product updates and process improvements quickly.

You Should Apply If:

• You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.

• You are passionate about helping customers and providing a top-notch support experience.

• You have excellent communication skills and can convey technical information clearly to various audiences.

• You thrive in a collaborative environment and enjoy working closely with engineering teams.

• You are proactive, detail-oriented, and always looking for ways to improve processes.

You Should Not Apply If:

• You do not have a strong technical background or experience in technical troubleshooting.

• You are not comfortable with asynchronous collaboration or communicating in a thoughtful way with customers, support team members, or engineers.

• You are not comfortable communicating with customers or explaining technical concepts in simple terms.

• You are not adaptable to changing environments and new technologies.

• You do not have a passion for customer-facing interactions and providing a great customer experience.

About Ashby

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

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

We’ve built an incredible team and product over the past few years, and we’re just getting started. This is a great time to join.

About Go To Market

Our Support team is part of our Customer Success department, within the Go To Market function. Here are a few points about what it’s like to work with us:

• We spend time building best-in-class products, as a highly differentiated product helps with adoption and sales.

• We also focus on delivering a best-in-class customer experience and aim to provide deep expertise when interacting with prospects and customers (we strive for high support ratings).

• We believe small teams with talented people and the right environment deliver high performance.

Interview Process

Our interview process is thorough to help both sides assess fit. The steps for this role are:

• Intro Call with Recruiting - 30 Minutes

• Take Home Assessment - 1 week to complete

• Hiring Manager Interview - 45-60 Minutes

• Virtual Onsite - 120 Minutes

Benefits

• Competitive salary and equity.

• 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 with four weeks recommended per year.

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as opportunities arise.

• Generous equipment, software, and home 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.

• If you’re in the US, health insurance for you and your dependents with premiums covered by Ashby.

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.