At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
About Ashby
- Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com https://www.ashbyhq.com/.
About the role
- The Product Support Engineer acts as a technical bridge between frontline Support and Engineering, managing complex issues related to APIs, integrations, and data. This role involves investigating technical escalations to determine root causes and providing Engineering with well-validated, actionable evidence for resolution.
Responsibilities
- Own complex technical issues from intake through resolution or escalation.
- Investigate APIs, integrations, logs, data, configuration, and workflows.
- Ensure Engineering receives clear, actionable, and well-validated product issues.
- Build working relationships with frontline Support, Engineering, Product, Customer Success, and customers.
- Identify recurring problems and create documentation, enablement, or process improvements.
- Partner with Product and Engineering to synthesize customer patterns and validate defects.
- Contribute to AMER coverage, handoff, and operating practices.
- Track and improve metrics including resolution speed, escalation quality, and customer effort.
Requirements
- Experience in a hands-on, customer-centric technical role investigating ambiguous issues.
- Ability to independently navigate APIs, integrations, logs, databases, and application behavior.
- Ability to distinguish configuration, data, or documentation issues from product defects.
- Strong written communication skills for technical and non-technical audiences.
- Experience working with customer-centric SaaS applications.
- Ability to reproduce, investigate, and explain complex technical issues.
Benefits
- 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
- $1,200 annual learning and professional-development budget
- One-time $2,000 home-office setup budget
- Company-provided laptop
- Extended health benefits for employees and dependents
- Annual company offsite and team offsites
Workplace
- Role is based in AMER (US and Canada).
- Team provides 24/7 coverage across time zones.
Skills
- APIs
- GitHub
- Datadog
- Plain
- Data Mapping
- Data Migrations
