Product Support Specialist - Americas

The role

You will work closely with customers to troubleshoot sophisticated integrations and guide them through detailed workflows and best practices. You will also work on projects such as synthesizing technical work from Engineering and 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
• Communicate clearly and directly in asynchronous environments
• Balance investigation, customer communication, and escalation quality
• Synthesize highly 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 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 with four weeks recommended per year
• 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
• Top-notch health insurance for you and your dependents with all premiums covered in the US

Before you apply

• Take Home Assessment - 1 week to complete
• The company may use artificial intelligence-driven tools to assist in screening, assessing, and selecting candidates

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. They serve over 5,000 customers, including Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier.