Product Support Engineer

Job Description

Seeking a Product Support Engineer to ensure exceptional customer satisfaction through expert technical troubleshooting and collaboration. This role involves developing a deep understanding of Ashby capabilities and systems to diagnose technical issues, providing support for integration matters and API inquiries, and effectively resolving bug reports. The ideal candidate will proactively identify patterns in customer challenges, recommend product enhancements, and streamline integration processes. Providing outstanding customer service is key, ensuring clients feel supported and valued. Collaborating closely with the Engineering team is essential for escalating issues and driving continuous product improvement. The role also includes creating detailed documentation of support processes and solutions, and relaying customer feedback to inform product development.

Qualifications

1. Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting. 2. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally. 3. A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience. 4. Ability to work effectively within a team and independently, with a proactive approach to solving problems. 5. Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.

Benefits

- Competitive salary and equity. - 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 by us (US-based).