Product Support Engineer

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Acquire a thorough technical understanding of Ashby’s capabilities and systems to assist in diagnosing technical challenges and to facilitate timely, effective resolutions for clients.

• Utilize a comprehensive grasp of integration frameworks and associated technologies to troubleshoot and resolve intricate integration problems.

• Deliver outstanding customer service, ensuring that clients feel appreciated and supported.

• Collaborate closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the ongoing enhancement of our products.

• Develop and maintain comprehensive documentation of support procedures, recurring issues, and solutions to bolster the knowledge base.

• Collect, analyze, and communicate customer feedback to the engineering team to guide product development and improvements.

• Disseminate growing knowledge with the Support Team to help create a comprehensive understanding of the platform.

⛳️ Requirements

• Strong comprehension of software applications, Internet protocols, troubleshooting, and automation through scripting.

• Exceptional verbal and written communication skills, with the capacity to articulate technical concepts to non-technical users. Detail-oriented in documenting reproduction steps and consolidating relevant information to internally report technical issues.

• A dedication to providing outstanding customer service and a commitment to ensuring a positive experience for customers.

• Ability to work efficiently both within a team and independently, adopting a proactive approach to problem-solving.

• Comfortable in a fast-paced environment with the agility to adapt quickly to product updates and process improvements.

🏝️ Benefits

• Competitive salary and equity.

• 10-year exercise window for stock options, allowing you to purchase stock options when you feel financially ready after leaving Ashby.

• Unlimited PTO with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave for employees in the US, with plans to extend this benefit to employees in other countries as opportunities arise.

• Generous budget for equipment, software, and office furnishings to ensure you have what you need to be happy and productive!

• $100/month education budget, with manager approval for more expensive items like conferences.

• If you are in the US, enjoy premium health insurance for you and your dependents, with all premiums covered by us.