Product Support Specialist

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

📋 Description

• Collaborate closely with customers on a daily basis.

• Manage a range of tasks from troubleshooting complex integrations to guiding customers through intricate workflows and best practices.

• Engage in projects aimed at enhancing our work processes, such as:

• - Absorbing and synthesizing intricate technical information from our Engineering Team to develop enablement for the technical advancement of the wider Support Team.

• - Creating workflow automation to foster better team collaboration and efficiency.

⛳️ Requirements

• You possess experience and enthusiasm for mastering the details of a complex and rapidly changing product.

• You exhibit curiosity—both in your interactions with customers and in devising solutions that enhance our workflows, seeking answers that go beyond the surface.

• You demonstrate strong problem-solving abilities, adept at defining the scope of a problem and crafting a comprehensive solution.

• You excel in customer satisfaction, displaying meticulous attention to detail, ensuring your responses are thorough and clear, and showing empathy throughout the process.

• You take ownership in finding solutions for customers, proactively making principled decisions to resolve issues as they arise.

• You have provided B2B support to a diverse range of customers, from small businesses to enterprise organizations.

• You prefer not to delve into the complexities of technical problem-solving; each member of our support team is highly skilled and capable of addressing intricate tickets.

• You favor a swift ticket triage process; if involving Engineering early on (without attempting comprehensive solutions) feels like a relief, this may not be the ideal fit for you.

• You enjoy supporting a product you can quickly learn the ins and outs of (such as a singular solution) rather than one that is rapidly evolving with extensive surface area.

• You value an in-office culture for motivation; this role is remote (as our office is located in San Francisco), so we are looking for self-starters!

🏝️ Benefits

• A 10-year exercise window for stock options, allowing you to purchase stock options when you feel financially ready, without pressure if you leave Ashby.

• Unlimited PTO with a recommendation of four weeks per year.* Expect discussions about “Vacation?” in our one-on-one agendas until you start taking it 😅

• Generous paid family leave*.

• A substantial budget for equipment, software, and office furniture, ensuring you have what you need to be happy and productive!

• A $100/month education budget, with more significant expenses (like conferences) covered upon manager approval.