SaaS Product Support Specialist — Australia

United States Digital Space LLC; United States; Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Generous family leave

Equipment budget

Education budget

Job summary

Ashby is hiring a Product Support Specialist in the APAC region, specifically in Australia. You’ll work closely with customers every day to troubleshoot complex SaaS issues and guide them through detailed workflows and best practices.

This role involves partnering with engineering on escalations, contributing to enablement projects, and shaping a world-class customer experience through clear communication and ownership.

Qualifications

• You own complex SaaS troubleshooting from first report through resolution.
• You explain technical issues concisely and tailor messaging to different audiences.
• You are curious and seek improvements to workflows.

Responsibilities

• Handle end-to-end SaaS troubleshooting from first report to resolution.
• Explain technical issues clearly to diverse audiences.
• Guide customers through workflows and best practices.
• Contribute to internal projects to improve support processes.

Skills

SaaS troubleshooting

Technical communication

Audience adaptation

Customer focus

Attention to detail

B2B support

Tools

CRM systems

Ticketing system

Job description

Ashby is hiring a Product Support Specialist in the APAC region, specifically in Australia. You’ll work closely with customers every day to troubleshoot complex SaaS issues and guide them through detailed workflows and best practices.

This role involves partnering with engineering on escalations, contributing to enablement projects, and shaping a world-class customer experience through clear communication and ownership.