Product Support Engineer - EMEA

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 significantly better. The company is well-funded, backed by investors including Y Combinator, Elad Gil, and Lachy Groom, and publicly launched in October 2022.

• Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
• Excellent verbal and written communication skills, able to explain technical concepts to non-technical users.
• Passion for delivering outstanding customer service and ensuring positive customer experiences.
• Ability to work effectively both independently and within a team with a proactive problem-solving approach.
• Comfortable adapting to dynamic environments and product/process updates.

• Technical Troubleshooting: Develop deep technical understanding of Ashby systems to diagnose and resolve technical issues, including integration issues, API inquiries, and bug reports.
• Expertise in Integrations: Troubleshoot and resolve complex integration issues, identify patterns in customer challenges, and recommend product enhancements.
• Customer Experience: Provide exceptional customer service ensuring clients feel supported and valued.
• Collaboration with Engineering: Work closely with Engineering to escalate issues, share insights, and contribute to product improvement.
• Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions.
• Continuous Improvement: Gather and relay customer feedback to inform product development.
• Support Enablement: Share knowledge with the Support Team to enhance platform understanding.

Ashby provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company is committed to a diverse and inclusive workforce. The hiring process may use AI-driven tools to assist in screening and selection.