SaaS Product Support Engineer — APAC

Remote Jobs; United States; Hybrid; USD 60,000 - 100,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Family leave

Equipment budget

Education budget ($100/mo)

Job summary

Ashby is hiring Product Support Specialists in the APAC region. The role includes owning complex SaaS troubleshooting and guiding customers through detailed workflows. You will collaborate with engineers on enabling projects and improvements to support processes.

You will work with customers daily, handling everything from troubleshooting to best practices, with a day shift and one weekend day off scheduled on a Tue–Sat or Sun–Thu basis. Share preferred hours in your application.

Qualifications

• Own complex SaaS troubleshooting from first report through resolution, including isolating configuration issues and reproducing ambiguous behavior.
• Explain technical issues concisely, think systematically, and operate with strong ownership in asynchronous environments.
• Be curious—address customers and create solutions that improve workflows.
• Delight customers with keen attention to detail, thorough and clear responses, and empathy.
• Balance investigation, customer communication, and escalation quality in a fast-moving environment.
• You've done B2B support across company sizes, from SMB to enterprise.

Responsibilities

• Own complex SaaS troubleshooting from first report through resolution.
• Guide customers through detailed workflows and best practices.
• Collaborate with Engineering on enablement projects and workflow automation.
• Spend time on projects that improve our support work and processes.

Job description

Ashby is hiring Product Support Specialists in the APAC region. The role includes owning complex SaaS troubleshooting and guiding customers through detailed workflows. You will collaborate with engineers on enabling projects and improvements to support processes.

You will work with customers daily, handling everything from troubleshooting to best practices, with a day shift and one weekend day off scheduled on a Tue–Sat or Sun–Thu basis. Share preferred hours in your application.