Product Support Engineer, APAC

Hello there! I'm Allie, Head of Support at Ashby, and I'm absolutely thrilled to announce a fantastic opportunity on our growing team. We are actively seeking a talented Product Support Engineer to join us in the APAC region. This isn't just another support role; it's a chance to be an integral part of expanding our global footprint, establishing our technical support presence in a vital region, and truly making a difference for our customers around the clock. Imagine building something new, working with a dynamic worldwide team, and doing it all remotely, without the burden of demanding on-call rotations. We’re excited to see who will step up to this challenge and help shape the future of our customer experience.

Overview

Ashby is building a truly global Support team, dedicated to providing seamless 24/7 coverage across all major time zones. As one of our first Product Support Engineers in the APAC region, you will play a pivotal role in establishing our technical support capabilities, enjoying significant ownership and visibility from day one. This is a fully remote, worldwide opportunity, allowing you to contribute from wherever you are. Our unique approach means we staff across regions to ensure continuous coverage, prioritizing your work-life balance over traditional on-call rotations. We will discuss the specific schedule for this exciting opening during our hiring process.

It is important to understand the distinction between our Support roles. While our Product Support Specialists manage customer cases from start to finish, troubleshooting complex issues using internal tools like audit logs, user experience testing, and API testing, the Product Support Engineer role is different.

As a Product Support Engineer, you serve as the critical escalation point for our Support Specialists, bridging the gap with our Product Engineering team. You will directly own customer integrations, support data mapping projects, assist with data migrations, and expertly resolve complex escalated tickets that require deep technical understanding but do not involve product code changes.

Key Responsibilities

Act as the primary technical escalation point for Product Support Specialists, providing expert guidance and solutions.
Troubleshoot and resolve highly technical and complex customer issues that require in-depth system knowledge.
Manage and support customer integrations, ensuring seamless operation and optimal performance.
Assist customers with data mapping and data migration processes, ensuring accuracy and efficiency.
Collaborate closely with our Product Engineering team to identify, diagnose, and resolve recurring technical challenges.
Contribute to the development and maintenance of our internal knowledge base and technical documentation.
Identify opportunities to improve support processes and tooling, enhancing overall team efficiency and customer satisfaction.
Provide thoughtful, clear, and actionable communication to both internal teams and external customers.

Requirements

Proven experience in a technical support or support engineering role, ideally within a SaaS environment.
Strong analytical and problem-solving skills, with a methodical approach to diagnosing complex technical issues.
Demonstrated ability to work with APIs, understand data structures, and troubleshoot integration challenges.
Experience supporting data mapping and migration processes for customers.
Excellent written and verbal communication skills, capable of explaining intricate technical concepts clearly to diverse audiences.
Ability to work independently and effectively in a remote, distributed team environment.
A deep customer-centric mindset, committed to delivering exceptional support outcomes.
Familiarity with the APAC market or working across APAC time zones is highly beneficial.

What You'll Gain

The unique opportunity to establish and shape the technical support function in a key global region for a growing company.
Work with a highly collaborative and supportive global team that values innovation and work-life balance.
Significant professional growth in a fast-paced, forward-thinking tech environment.
The flexibility and autonomy of a fully remote position, without the demands of on-call rotations.
Direct impact on customer success, product improvement, and the overall company's growth trajectory.
A chance to be part of a team that is genuinely excited about building excellent products and outstanding support.