Ashby
Ashby
ProductSupportSpecialist-Americas
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Product Support Specialist - Americas at Ashby. Skills: Technical troubleshooting, API integrations, Customer support. Diagnose technical issues. Resolve technical issues”
Industry & Context.
Problem-solving; Troubleshooting; Analyzing logs; Analyzing code
What They're Looking For.
Must Have
Technical background, Experience in technical troubleshooting, Comfortable with asynchronous collaboration, Comfortable communicating with customers, Comfortable explaining technical concepts, Adaptable to changing environments, Passion for customer-facing interactions
Nice to Have
Technical background in API integrations, Enjoy solving complex problems, Analyzing logs and code, Passion for helping customers, Provide top-notch support experience, Excellent communication skills, Convey technical information clearly, Thrive in a collaborative environment, Enjoy working closely with engineering teams, Proactive, Detail-oriented, Looking for ways to improve processes
What You'll Do.
Diagnose technical issues
Resolve technical issues
Investigate technical issues
Identify patterns in customer inquiries
Drive product improvement
Enable Support team on technical concepts
Address customer inquiries related to system integrations
Address customer inquiries related to data flow
Address customer inquiries related to product functionality
Contribute to documentation strategy
Contribute to enablement strategy
Collaborate with Engineering to address complex issues
Support diagnosis of technical issues
Drive timely resolutions for customers
Provide comprehensive support regarding integration issues
Provide comprehensive support regarding API inquiries
Provide comprehensive support regarding bug reports
Leverage integration expertise to resolve complex integration issues
Identify patterns in customer challenges
Recommend product enhancements
Streamline integration processes
Provide exceptional customer service
Ensure clients feel supported
Ensure clients feel valued
Work closely with Ashby Engineering team
Share insights with Engineering
Contribute to continuous product improvement
Create documentation of support processes
Maintain documentation of support processes
Create documentation of common issues
Maintain documentation of common issues
Create documentation of solutions
Maintain documentation of solutions
Gather customer feedback
Analyze customer feedback
Relay customer feedback to engineering team
Inform product development
Inform product enhancements
Share knowledge with Support Team
Assist with creating holistic understanding of platform
How You'll Work.
Team & Collaboration
Collaborating with Engineering; Collaborating with Support; Working within a team; Working closely with engineering teams
Communication Scope
Verbal communication; Written communication; Explain technical concepts; Documenting reproduction steps; Consolidating information; Reporting technical issues
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
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