Senior Product Support Engineer – SaaS Expert

Ashby; United States; Remote; USD 63,000 - 91,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Generous paid family leave

Equipment, software, and office budget

$100/month education budget

Job summary

Ashby is hiring a Product Support Specialist to join our team serving customers in Australia. You’ll own complex SaaS troubleshooting from first contact to resolution, including isolating configuration issues and guiding customers through detailed workflows and best practices.

You’ll also work on projects that enhance our support processes and product enablement, collaborating with engineering and Go-To-Market teams to deliver world-class service.

Qualifications

• Experience in B2B SaaS support across SMB to enterprise.
• Ability to triage, reproduce, and communicate complex technical issues clearly.
• Strong customer empathy and value-driven problem solving.

Responsibilities

• Own and resolve complex SaaS support tickets from first report to resolution, including troubleshooting integrations and configurations.
• Guide customers through product workflows, best practices, and troubleshooting steps.
• Lead or contribute to internal projects that improve support workflows and customer outcomes.

Skills

SaaS troubleshooting

Customer support

Technical communication

Problem isolation

Education

Bachelor's degree in a related field

Tools

CRM software

Ticketing systems

Job description

Ashby is hiring a Product Support Specialist to join our team serving customers in Australia. You’ll own complex SaaS troubleshooting from first contact to resolution, including isolating configuration issues and guiding customers through detailed workflows and best practices.

You’ll also work on projects that enhance our support processes and product enablement, collaborating with engineering and Go-To-Market teams to deliver world-class service.