Product Support Specialist - Americas

Ashby, Inc.; San Francisco (CA); Remote; USD 70,000 - 104,000; Full time

Benefits offered by this job

Stock options with 10-year exercise

Unlimited PTO

Paid family leave

Equipment budget

Education budget

Health insurance

Job summary

Ashby, Inc. is hiring Product Support Specialists to serve North American customers in a remote role. The position requires working one weekend day in exchange for a weekday off, with a Tue–Sat or Sun–Thu schedule and periodic holiday adjustments.

You can share preferred hours in your application. We value curiosity, problem-solving, and ownership. You will support customers from SMB to enterprise, handling complex integrations and guiding users through best practices while contributing to

Responsibilities

• Handle troubleshooting of complex integrations and guide customers through detailed workflows and best practices.
• Interact with customers daily to provide world-class support for Ashby’s enterprise product.
• Coordinate with cross-functional teams to resolve customer issues and improve workflows.

Job description

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.

Please note: we’re currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow 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 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 already work 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. 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.

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 with four weeks is recommended per year.
• 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.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.
• If you’re in the US, top‑notch health insurance for you and your dependents with all premiums covered by us.

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: $70K - $103.5K