Product Support Engineer

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

📋 Description

• Technical Troubleshooting: Cultivate a thorough technical comprehension of Ashby's capabilities and systems to facilitate the diagnosis of technical issues and ensure prompt and effective resolutions for customers. Offer extensive support for investigating integration challenges, API inquiries, and bug reports.

• Expertise in Integrations: Utilize a profound understanding of integration frameworks and associated technologies to troubleshoot and address intricate integration problems. Actively identify trends in customer difficulties to suggest product improvements and optimize integration processes.

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

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

• Documentation: Develop and uphold thorough documentation of support procedures, common challenges, and resolutions to enrich the knowledge base.

• Continuous Improvement: Collect, analyze, and communicate customer feedback to the engineering team to guide product development and enhancements.

• Support Enablement: Disseminate growing knowledge among the Support Team to foster a comprehensive understanding of the platform.

⛳️ Requirements

• Technical Expertise: Solid understanding of software applications, Internet protocols, troubleshooting, and automation through scripting.

• Communication Skills: Exceptional verbal and written communication abilities, capable of conveying technical concepts to non-technical users. Detail-oriented in documenting reproduction steps and consolidating pertinent information to report technical issues internally.

• Customer-Focused: A strong passion for providing excellent customer service and a dedication to ensuring a favorable customer experience.

• Team Collaboration: Capability to work well both within a team and independently, with a proactive approach to problem-solving.

• Adaptability: Comfortable in a fast-paced environment, with a quick ability to adjust to product updates and process enhancements.

🏝️ Benefits

• Competitive salary and equity.

• 10-year exercise window for stock options. You shouldn’t feel pressured to purchase stock options if you leave Ashby — acquire them when you feel financially secure.

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

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

• Generous budget for equipment, software, and office furniture. Get what you need to be happy and productive!

• $100/month education budget, with more expensive items (such as conferences) covered upon manager approval.

• If you’re in the US, comprehensive health insurance for you and your dependents, with all premiums covered by us.