Product Support Specialist

Bazeta; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Equity

Job summary

Ashby in the United States is hiring Product Support Specialists to own complex SaaS troubleshooting from first report through resolution, including isolating configuration issues and guiding customers through workflows.

You will work with customers daily, explain technical issues clearly, and contribute to improving internal workflows and enablement projects.

If you thrive in fast-moving environments and strive to deliver world-class support across SMB to enterprise, Ashby would like to meet you.

Qualifications

• Comfort with owning complex SaaS troubleshooting from first report through resolution.
• Ability to explain technical issues concisely to different audiences.
• Curious mindset, eager to improve workflows and solutions.
• Demonstrated ability to delight customers with thorough and clear responses.
• Experience in B2B support across SMB to enterprise.

Responsibilities

• Own complex SaaS troubleshooting from initial report to resolution, including isolating configuration issues and reproducing behavior.
• Guide customers through detailed workflows and best practices while communicating clearly.
• Work on projects that improve team workflows and enablement, including automation where relevant.
• Balance investigation, customer communication, and escalation quality in a fast-paced environment.

Skills

SaaS troubleshooting

Technical communication

Ownership

Customer empathy

Job description

JobFrom partner feed# Product Support SpecialistUnited States10 hours agoID 4259767Price on request## DetailsEmployment type: Full-timeRemote: YesCompany: Ashby## DescriptionAbout the Role Hello! We’re Jason and Charlie, Support Managers at Ashby. We’re excited to share that we’re hiring Product Support Specialists in North America. 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 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. Past projects our team has taken on include: • 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 are already comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly. • You can explain technical issues concisely, you think systematically, and operate with strong ownership in asynchronous environments. You can explain the same issue differently depending on the audience, while staying clear and direct. • 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 delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way. • You can balance investigation, customer communication, and escalation quality in a fast-moving environment without losing clarity or thoroughness. • You’ve done B2B support across company sizes, from SMB to enterprise. You Should Not Apply If • Your recent experience is primarily customer success management, account management, or customer onboarding. Those are important roles, but different ones. • You’re more drawn to coordination, enablement, or team leadership than spending your days deep in tickets and complex technical problem solving. This is a hands-on technical support role first. • You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and expected to improve their technical skills as a fundamental part of the role. • You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive reproduction/debugging) is your default muscle, this may not be your gig. • You prefer to support a product you can know the ins and outs of quickly (such as a point solution); Ashby is a complex platform and will take time and effort to master. Compensation • San Francisco, New York City: $81,250 to $104,250. Offers Equity • United States: $70,000 to $90,000. Offers Equity • Canada: CA$70,000 to CA$90,000. Offers Equity The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. Additional benefits are shared as part of the job posting. 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 managers hire better, and drive organizational growth. 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’ve raised a Series D in 2025 and have seen incredible growth since, with ARR growing over 100% year over year. Our growth is driven by a network of 5,000+ customers including Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier. About Go to Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience when using our product. Here are a few points that should give you a sense of what the team is all about: • We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier and more fun to support. This is a point we’re proud of: our product is powerful, flexible, and a joy to use. It will not be a typical experience supporting Ashby, we can assure you. • We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise and a truly human experience with fast response times. • We strongly believe that small teams with very talented people and the right work environment deliver excellent outcomes. You’ve probably heard this before, but our case is unique because our team is truly high-performing, remarkable, and marked by low-ego. Our culture is defined by our ten Operating Principles, and especially by operating with intelligent urgency, ownership, and frugality. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication. I encourage everyone to read our Leadership Principles to get a sense of what we value in People Leaders at Ashby. Interview Process Our interview process is thorough, we aim to ensure each person that joins the team is the right fit for our growing organization, and that we are the right fit for them. • Intro Call with Recruiting – 30 Minutes • Take Home Assessment – 1 week to complete • Hiring Manager Interview – 45 Minutes... Source: Jobspresso (https://jobspresso.co/job/product-support-specialist-2/)This listing comes from a partner feed. Apply on the source website.