Product Support Engineer - EMEA

About the Role - Product Support Engineer - EMEA

As a Support Engineer at Ashby based in Europe, you will be at the center of providing an excellent customer experience by diagnosing and resolving technical issues. You will assist with troubleshooting, investigating, and resolving issues related to integrations, API inquiries, and product functionality. Collaborating with Engineering and Support teams, you will also contribute to product improvements and documentation.

Role Responsibilities

• Technical Troubleshooting: Develop deep technical knowledge for diagnosing and resolving issues.
• Expertise in Integrations: Resolve complex integration issues and recommend product enhancements.
• Customer Experience: Provide exceptional service ensuring clients are supported and valued.
• Collaboration with Engineering: Escalate issues and share insights to enhance products.
• Documentation: Create and update detailed support process documents.
• Continuous Improvement: Analyze customer feedback to inform product development.
• Support Enablement: Empower the Support Team with technical knowledge.

Role Requirements

• Strong technical background in software, API integrations, and troubleshooting.
• Excellent verbal and written communication skills.
• Detail-oriented with excellent documentation abilities.
• Team collaboration and independent problem-solving skills.
• Adaptability in a dynamic environment with evolving technology.

You Should Apply If

• You have API integration expertise and solid technical troubleshooting skills.
• You are passionate about customer service.
• You can explain technical concepts to diverse audiences.
• You thrive in collaborative, remote team settings.
• You are proactive and detail-oriented.

You Should Not Apply If

• Lacking technical troubleshooting or API integration experience.
• Uncomfortable with asynchronous collaboration and remote work.
• Not keen on explaining technical details to non-technical users.
• Not adaptable to rapid change and evolving technologies.

About Ashby

Ashby is building next generation enterprise software for talent leaders, recruiters and hiring managers, backed by top investors like Y Combinator, Elad Gil and Lachy Groom. Since our public launch in October 2022, we have partnered with amazing companies, and are just getting started!

Go To Market and Interview Process

The role is part of the Customer Success and Go To Market team. Interview stages include an intro call, take home assessment, hiring manager interview, and a virtual onsite session.

Benefits

• Competitive salary and equity
• Unlimited PTO and generous paid family leave
• Robust equipment, software, and office furniture budget
• $100 monthly education budget with additional conference options
• Top-notch health insurance in the US

Key skills/competency

• Technical Troubleshooting
• API Integrations
• Customer Service
• Documentation
• Collaboration
• Communication
• Scripting
• Problem-solving
• Adaptability
• Process Improvement