Ashby
Customer Success
ProductSupportEngineer-Americas
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Product Support Engineer - Americas at Ashby. Skills: Technical Troubleshooting, API Integrations, Customer Service, Collaboration. Diagnose and resolve technical issues. Ensure high customer satisfaction”
What You'll Achieve.
ensuring a high level of customer satisfaction; drive product improvement; drive timely and effective resolutions for customers; ensuring clients feel supported and valued; contribute to the continuous improvement of our products; enhance the knowledge base; inform product development and enhancements; assist with creating holistic understanding of the platform; providing a top-notch support experience; providing a great customer experience
Industry & Context.
diagnosing and resolving technical issues; investigating and resolving technical issues; solving complex problems by analyzing logs and code; troubleshooting
What They're Looking For.
Must Have
Technical Expertise: understanding of software applications, Internet protocols, troubleshooting, and automation via scripting., 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., A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience., Ability to work effectively within a team and independently, with a proactive approach to solving problems., Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly., technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code., excellent communication skills and can convey technical information clearly to various audiences., thrive in a collaborative environment and enjoy working closely with engineering teams., proactive, detail-oriented, and always looking for ways to improve processes.
Nice to Have
Knowledge of integrations and platforms will be key to your success, Leverage this expertise to address customer inquiries related to system integrations, data flow, and product functionality., key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.
What You'll Do.
Diagnose and resolve technical issues
Ensure high customer satisfaction
Investigate and resolve technical issues
Identify patterns in customer inquiries
Drive product improvement
Enable Support team on technical concepts
Address customer inquiries related to system integrations
and product functionality
Contribute to documentation and enablement strategy
Address complex issues
Develop deep technical understanding of Ashby capabilities
Support diagnosis of technical issues
Drive timely and effective resolutions
Provide comprehensive support regarding integration issues
Troubleshoot and resolve complex integration issues
Recommend product enhancements
Streamline integration processes
Provide exceptional customer service
Escalate issues to Engineering team
Create and maintain detailed documentation
and relay customer feedback
Share knowledge with Support Team
How You'll Work.
Team & Collaboration
Collaborating with Engineering and Support to address complex issues.; Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.; Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.; Ability to work effectively within a team and independently, with a proactive approach to solving problems.; thrive in a collaborative environment and enjoy working closely with engineering teams.
Communication Scope
Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users; convey technical information clearly to various audiences; communicating in a thoughtful way with Customers, Support Team Members, or Engineers; explaining technical concepts in simple terms
Full Job Description
Hello! I’m Allie, Head of Support here at Ashby. I'm excited to share that we're hiring a Support Engineer in North America! 🎉 About this Role 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, a
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