[Hiring] Product Support Engineer @Ashby

Role Description

We’re hiring a Product Support Engineer in EMEA to expand our global Support team and provide 24/7 coverage across time zones. You’ll establish the technical Support Engineering presence in EMEA, owning and gaining visibility as one of the first Support Engineers across European time zones.

Support Engineering serves as the escalation point between Support Specialists and Product Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows.

What you’ll own

• Own complex technical issues from intake through resolution or escalation.
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
• 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 key 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, and product behavior.
• You can distinguish between configuration, data, documentation, or enablement issues and true product defects.
• You write precise investigations that others can quickly understand and act on.
• You look beyond the immediate ticket and improve the systems around it.
• You want to be an early technical owner for EMEA.

Requirements

• You should not apply if you’re looking primarily for a high-volume support role.
• Most of your experience is in internal IT, help desk, or similar roles without extensive customer-centric SaaS experience.
• You prefer to pass difficult issues to another team rather than investigate them yourself.
• You’re looking for a role focused mainly on writing production code.
• You prefer clear-cut problems over working through ambiguity.
• You want a narrowly defined role without 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.