Product Support Engineer

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

📋 Description

• Technical Troubleshooting: Acquire a comprehensive technical understanding of Ashby’s capabilities and systems to assist in diagnosing technical issues and ensure prompt and effective resolutions for customers. Offer extensive support for the investigation of integration issues, API questions, and bug reports.

• Expertise in Integrations: Utilize a thorough understanding of integration frameworks and associated technologies to troubleshoot and resolve intricate integration challenges. Actively identify trends in customer difficulties to suggest product enhancements and optimize integration processes.

• Customer Experience: Deliver exceptional customer service, ensuring that clients feel supported and valued.

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

• Documentation: Develop and maintain comprehensive documentation of support processes, common issues, and solutions 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 with the Support Team to help cultivate a holistic understanding of the platform.

⛳️ Requirements

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

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

• Customer-Focused: A commitment to delivering exceptional customer service and ensuring a positive experience for customers.

• Team Collaboration: Ability to work effectively both within a team and independently, adopting a proactive approach to problem-solving.

• Adaptability: Comfortable working in a fast-paced environment with the capacity to quickly adapt 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 comfortable after leaving Ashby.

• 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 situations arise.

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

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

• In the US, top-tier health insurance for you and your dependents, with all premiums covered by us.