Hello there! Allie, Ashby's Head of Support, here. I'm incredibly excited to share a fantastic opportunity as we grow our global team. We're looking for our first Product Support Engineer based in EMEA, a role offering immense ownership and visibility as you help us build out our technical support presence across European time zones. This is your chance to make a significant impact, joining a dynamic team that's committed to providing seamless 24/7 coverage without relying on demanding on-call rotations.

Overview

We are a fully remote, worldwide company, expanding our global Support team to ensure comprehensive 24/7 coverage. For this specific opening, we will discuss the ideal schedule during the interview process, ensuring a great fit for both you and our team. It is important to clarify the distinct paths within our Support organization. We are hiring for both Product Support Specialist and Product Support Engineer roles, each with unique responsibilities and growth trajectories. The Product Support Specialist manages cases and customer communication from start to finish, troubleshooting complex issues by navigating various internal tools such as audit logs, user experience testing, and API testing to guide customers to successful outcomes. In contrast, the Product Support Engineer acts as the crucial escalation point between our Support Specialists and Product Engineering teams. This role entails owning integrations, supporting critical data mapping and data migrations for our customers, and expertly resolving escalated tickets that do not necessitate product code changes.

Key Responsibilities

As our first Product Support Engineer in EMEA, you will play a pivotal role in shaping our technical support strategy in the region. Your key responsibilities will include:

Serving as the primary technical escalation point for complex issues that our Support Specialists encounter, providing expert guidance and resolution.
Taking ownership of customer integrations, ensuring smooth setup, configuration, and ongoing support.
Assisting customers with essential data mapping and data migration processes, guaranteeing accuracy and efficiency.
Resolving escalated support tickets that demand deep technical investigation but do not require direct modifications to our product code.
Collaborating closely with our Product Engineering team to relay customer feedback, identify recurring issues, and contribute to product improvements.
Documenting troubleshooting steps, best practices, and knowledge base articles to empower both customers and internal teams.
Contributing to the development and refinement of our internal support tools and processes to enhance efficiency and customer satisfaction.

Requirements

We are seeking a proactive and technically adept individual who is eager to contribute significantly to a growing team. To excel in this role, you should possess:

Proven experience in a technical support, product support, or support engineering role, ideally with a focus on SaaS platforms.
A strong understanding of APIs and experience with API testing, demonstrating an ability to debug and troubleshoot integration issues.
Proficiency in navigating internal tooling, such as audit logs and user experience testing platforms, to diagnose and resolve intricate customer problems.
Exceptional problem-solving abilities and a meticulous approach to technical challenges.
Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and empathetically to diverse audiences.
The capability to work independently and manage multiple priorities in a fast-paced, remote work environment.
Fluency in English is essential.
Residency within an EMEA time zone to align with our global coverage strategy.

What You'll Gain

Joining Ashby as our first Product Support Engineer in EMEA offers a truly unique opportunity to grow your career and make a tangible impact. You will:

Experience high ownership and visibility as you establish and shape the technical support presence for an entire region.
Work within a truly global and collaborative team, gaining exposure to diverse perspectives and challenges.
Have the chance to influence product development by advocating for customer needs and contributing valuable insights to our engineering teams.
Develop deep expertise in our product, integrations, and the broader HR tech landscape.
Be part of a rapidly growing, fully remote company that values innovation, autonomy, and work life balance.
Contribute directly to the success of our customers by ensuring they have the best possible experience with Ashby.