ProductSupportEngineer-APAC

Hello! I’m Allie, Head of Support here at Ashby. I'm excited to share that we're hiring a Support Engineer in the APAC region! 🎉  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,