Product Support Specialist - Americas

Support Engineer

As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues ensuring a high level of customer satisfaction through effective communication and problem-solving. You will assist with investigating and resolving technical issues that come to Support while identifying patterns in customer inquiries to drive product improvement, as well as opportunities to enable our Support team on technical concepts. Your knowledge of integrations and platforms will be key to your success, as you'll leverage this expertise to address customer inquiries related to system integrations, data flow, and product functionality. You'll be a key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.

Role Responsibilities:

• Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports.
• Expertise in Integrations: Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes.
• Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued.
• Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
• Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
• Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
• Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

Role Requirements:

• Technical Expertise: Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
• Communication Skills: 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.
• Customer-Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.
• Team Collaboration: Ability to work effectively within a team and independently, with a proactive approach to solving problems.
• Adaptability: Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.

You Should Apply If:

• You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
• You are passionate about helping customers and providing a top-notch support experience.
• You have excellent communication skills and can convey technical information clearly to various audiences.
• You thrive in a collaborative environment and enjoy working closely with engineering teams.
• You are proactive, detail-oriented, and always looking for ways to improve processes.

You Should Not Apply If:

• You do not have a strong technical background or experience in technical troubleshooting.
• You are not comfortable with asynchronous collaboration or communicating in a thoughtful way with Customers, Support Team Members, or Engineers.
• You are not comfortable communicating with customers or explaining technical concepts in simple terms.
• You are not adaptable to changing environments and new technologies.
• You do not have a passion for customer-facing interactions and providing a great customer experience.
• You value in-office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self-starters!

About Ashby

We're building the next generation of enterprise software, and we're starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website. We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are working with amazing companies we're proud to partner with. We've built an incredible team and exceptional product over the past few years, and we truly are just getting started. In short, this is the perfect time to join

About Go To Market

Our Support team is a part of our Customer Success department, and thus is a part of our Go To Market function. Here are a few points that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products, since we believe a highly differentiated product is easier to sell.
• We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers (we hope our 9.8 Support rating on G2 signals this).
• We strongly believe that small teams with very talented people and the right work environment deliver much high performance and we're built accordingly.

Interview Process

Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• Intro Call with Recruiting - 30 Minutes
• Take Home Assessment - 1 week to complete
• Hiring Manager Interview - 45-60 Minutes
• Virtual Onsite - 120 Minutes

Benefits

• Competitive salary and equity.
• 10-year exercise window for stock options. You shouldn't feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.
• If you're in the US, top-notch health insurance for you and your dependents with all premiums covered by us.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.