Ashby

Product Support Specialist - EMEA

United Kingdom, Remote. Posted 8 months ago

The role

Product Support Specialists will work closely with customers to troubleshoot sophisticated integrations and guide them through detailed workflows. The role involves handling technical problems and working on projects to improve team workflows and enablement.

What you will do

  • Troubleshoot sophisticated integrations
  • Guide customers through detailed workflows and best practices
  • Handle complex SaaS troubleshooting from first report through resolution
  • Isolate configuration issues and reproduce ambiguous behavior
  • Explain technical issues concisely
  • Balance investigation, customer communication, and escalation quality
  • Synthesize technical work from Engineering to create enablement for the Support Team
  • Develop workflow automation

Required qualifications

  • Comfortable owning complex SaaS troubleshooting from first report through resolution
  • Ability to isolate configuration issues and reproduce ambiguous behavior
  • Ability to explain technical issues concisely
  • Ability to think systematically
  • Ability to operate with strong ownership in asynchronous environments
  • Ability to explain the same issue differently depending on the audience
  • Ability to balance investigation, customer communication, and escalation quality in a fast-moving environment
  • Experience doing B2B support across company sizes from SMB to enterprise

Benefits

  • 10-year exercise window for stock options
  • Unlimited PTO
  • Twelve weeks of fully paid family leave in the US
  • Generous equipment, software, and office furniture budget
  • $100/month education budget with more expensive items covered with manager approval

Before you apply

  • Intro Call with Recruiting
  • Take Home Assessment
  • Hiring Manager Interview
  • Skills Fit Interview
  • Team Insights Interview + Hiring Manager Closing Questions

About the company

Ashby is building the next generation of enterprise software, starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process. The company is well funded and serves over 4,000 customers.