Product Support Specialist - Australia

The role

You will work closely with customers every day to troubleshoot sophisticated integrations and guide them through detailed workflows. You will also work on projects to improve team efficacy, such as synthesizing technical work from Engineering or developing workflow automation.

What you will do

• Troubleshoot complex SaaS issues from first report through resolution
• Isolate configuration issues and reproduce ambiguous behavior
• Explain technical issues concisely to different audiences
• Guide customers through detailed workflows and best practices
• Balance investigation, customer communication, and escalation quality
• Synthesize technical work from the Engineering Team for team enablement
• Develop workflow automation for better team cohesion and efficacy

Required qualifications

• Comfortable owning complex SaaS troubleshooting
• Ability to explain technical issues concisely
• Ability to think systematically
• Ability to operate with strong ownership in asynchronous environments
• 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 with four weeks recommended per year
• Generous paid family leave
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items covered with manager approval

Before you apply

• Take Home Assessment - 1 week to complete

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.