Ashby

Product Support Engineer - APAC

Australia, Remote. Posted 5 months ago

The role

You will serve as the technical escalation point between Support Specialists and Product Engineering. You will investigate complex issues involving APIs, integrations, and data to provide validated escalations to Engineering.

What you will do

  • Own complex technical issues from intake through resolution or escalation
  • Investigate APIs, integrations, logs, data, configuration, and workflows
  • Provide Engineering with validated product issues including reproduction steps and root-cause hypotheses
  • Build working relationships with Support, Engineering, Product, and Customer Success
  • Identify recurring problems and create documentation, enablement, or tooling
  • Partner with Product and Engineering on product improvements
  • Build the APAC coverage and handoff model with EMEA and AMER teammates
  • Track outcomes like resolution speed, escalation quality, and customer confidence

Required qualifications

  • Experience in a hands-on, customer-centric technical role
  • Ability to independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior
  • Comfort moving between customer conversations, APIs, logs, databases, product behavior, and code-level context
  • Ability to distinguish configuration, data, documentation, or enablement issues from product defects
  • Ability to write precise investigations for technical and non-technical audiences

Benefits

  • 10-year exercise window for stock options
  • Unlimited PTO
  • $1,200 annual learning and professional-development budget
  • $2,000 one-time home-office setup budget
  • Company-provided laptop
  • Annual company offsite, team offsites, local meetups, and virtual events
  • Extended health benefits for you and your dependents

Before you apply

  • Take-home assessment (5 days to complete)

About the company

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process. They support nearly 5,000 customers and have a team of roughly 300 people across 22+ countries.