Product Support Engineer - EMEA

Hello! I’m Allie, Head of Support here at Ashby. I'm excited to share that we're hiring a Support Engineer in Europe!

About This Role

As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues, ensuring a high level of customer satisfaction through effective communication and problem‑solving. You will assist with investigating and resolving technical issues that come to Support, identify patterns in customer inquiries to drive product improvement, and enable our Support team on technical concepts. Your knowledge of integrations and platforms will be key to addressing customer inquiries related to system integrations, data flow, and product functionality. You’ll be a key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.

Role Responsibilities

• Technical Troubleshooting: Build a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and drive timely and effective resolutions for customers. Provide comprehensive support regarding integration issues, API inquiries, and bug reports.
• Expertise in Integrations: Leverage in‑depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes.
• Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued.
• Collaboration with Engineering: Work closely with the Ashby Engineering team to elevate issues, share insights, and contribute to continuous product improvement.
• Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
• Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
• Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating a holistic understanding of the platform.

Role Requirements

• Technical Expertise: Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users and detail‑oriented documentation of reproduction steps.
• Customer‑Focused: Passion for delivering outstanding customer service and commitment to ensuring a positive customer experience.
• Team Collaboration: Ability to work effectively within a team and independently, adopting a proactive approach to solving problems.
• Adaptability: Comfortable working in a dynamic environment, adapting quickly to product updates and process improvements.

You Should Apply If

• You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
• You are passionate about helping customers and providing a top‑notch support experience.
• You have excellent communication skills and can convey technical information clearly to various audiences.
• You thrive in a collaborative environment and enjoy working closely with engineering teams.
• You are proactive, detail‑oriented, and always looking for ways to improve processes.

You Should Not Apply If

• You do not have a strong technical background or experience in technical troubleshooting.
• You are not comfortable with asynchronous collaboration or thoughtful communication with customers, support team members, or engineers.
• You are not comfortable explaining technical concepts in simple terms.
• You are not adaptable to changing environments and new technologies.
• You lack a passion for customer‑facing interactions and delivering a great customer experience.

Interview Process

Our interview process is thorough to ensure each person that joins the team is the right fit for Ashby and to provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• Intro Call with Recruiting – 30 minutes
• Take Home Assessment – 1 week to complete
• Hiring Manager Interview – 45‑60 minutes
• Virtual Onsite – 120 minutes

Benefits

• Competitive salary and equity.
• 10‑year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US. Plans to expand worldwide.
• Generous equipment, software, and home office furniture budget.
• $100/month education budget for continuing learning.
• Top‑notch health insurance for US employees and dependents with all premiums covered.

Compensation Range: €48,000 – €104,000.

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.