Product Support Engineer (NAMER)

• I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER
• We’re expanding our global Support team to provide 24/7 coverage across time zones
• You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process
• We’re hiring for both Product Support Specialist and Product Support Engineer roles
• Support Specialist owns cases and customer communication end-to-end. Troubleshoots complex issues by navigating internal tooling — audit logs, user experience testing, and API testing — to help customers reach successful outcomes
• Support Engineering serves as the escalation point between Support Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don’t require product code changes
• Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review
• Support Engineering is the technical layer between frontline Support and Engineering
• You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect
• You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase
• You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible
• You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements
• As a Support Engineer in AMER, you’ll work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team
• Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues
• Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback
• Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement
• Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team
• Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence
• Your onboarding will combine Ashby-wide product and company training with a Support Engineering-specific ramp plan
• You’ll learn the product and support workflow, get familiar with the tools and systems used for technical investigations, and build relationships across Support, Product, and Engineering
• With support from your manager and onboarding buddy, you’ll take on increasingly complex investigations as you build context, with regular check-ins throughout your first 90 days

Benefits

• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave
• 10-year exercise window for stock options - you shouldn’t feel pressure to purchase stock options if you leave Ashby, do it when you feel financially comfortable
• Generous equipment, software, and office furniture budget- You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones
• You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design
• You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes
• You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works
• You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior
• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly- Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will 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
• Meet the team — 30 min
• Technical & integration skills — 45 min
• CS and Support leadership — 30 min
• Closing questions — 15 min
• Deadline to Apply: September 25, 2026 at 4:00 AM UTC