Product Support Engineer - NAMER

HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER. We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process. NOT SURE WHICH SUPPORT ROLE IS RIGHT FOR YOU? We’re hiring for both Product Support Specialist and Product Support Engineer roles. - Support Specialist owns cases and customer communication end-to-end. Troubleshoots complex issues by navigating internal tooling — audit logs, user experience testing, and API testing — to help customers reach successful outcomes. - Support Engineering serves as the escalation point between Support Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don't require product code changes. Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review. ABOUT THE ROLE Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect. You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As a Support Engineer in AMER, you’ll work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team. WHAT YOU’LL OWN: - Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved. - 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 by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement. - Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team. - Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence. YOU SHOULD APPLY IF: - You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior. - You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes. - You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly. - You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones. - You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design. - You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works. YOU SHOULD NOT APPLY IF: - You’re looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership. - Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting. - You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself. - You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes. - You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions. - You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works. ABOUT ASHBY 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 acro