[Hiring] Product Support Engineer @Ashby

Role Description

We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a global team while establishing the technical Support Engineering presence in EMEA, with the ownership and visibility that come from being its first Support Engineer across European time zones.

Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving:

• Integrations
• APIs
• Permissions
• Data
• Reporting
• Migrations
• Workflows

You’ll investigate issues end to end using tools such as:

• Plain
• GitHub
• Datadog
• Databases
• Codebase

You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements.

What you’ll own

• Own complex technical issues from intake through resolution or escalation.
• Set a high bar for complex technical investigations.
• Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers.
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
• Partner with Product and Engineering on recurring product improvements.
• Establish EMEA coverage, handoff, and operating practices across European time zones.
• Track and improve outcomes: resolution speed, escalation quality, and customer confidence.

Qualifications

• You’ve worked in a hands-on, customer-centric technical role.
• You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context.
• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect.
• You write precise investigations that others can quickly understand and act on.
• You naturally look beyond the immediate ticket to improve systems around it.
• You want to be the first technical owner for EMEA.

Requirements

• You’re looking for a role focused mainly on open-ended technical investigation and ownership.
• You have experience with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting.
• You prefer to reproduce, investigate, and explain difficult issues yourself.
• You’re looking for a role that involves diagnosing and escalating bugs.
• You’re comfortable working through ambiguity with careful documentation.
• You want a role with regional operating ownership.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO.
• A $1,200 annual learning and professional-development budget.
• A one-time $2,000 home-office setup budget.
• Opportunities to spend time with teammates through various events.
• Extended health benefits for you and your dependents.

Company Description

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent.

We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries.