Product Support Specialist - Americas
About the role
Supports customers of Ashby across North America, handling complex SaaS troubleshooting, technical enablement, and cross-functional collaboration to improve workflows and product experience.
Responsibilities
- Own complex SaaS troubleshooting from first report through resolution, including isolating configuration issues and reproducing ambiguous behavior
- Explain technical issues concisely to varied audiences and adapt communication to the listener
- Collaborate on projects to improve support workflows and enablement (e.g., synthesizing engineering work for broader team, developing workflow automation)
- Provide thorough, clear, and empathetic customer interactions while balancing investigation, communication, and escalation in a fast-moving environment
- Support customers across SMB to enterprise in B2B contexts
Qualifications
- Experience in B2B support across company sizes from SMB to enterprise
- Comfortable owning complex troubleshooting and solving deeply technical tickets
- Strong communication, systematic thinking, and ownership in asynchronous environments
- Curiosity and willingness to create solutions that improve workflows
- Empathy, attention to detail, and customer-delighting mindset
Skills
Benefits
- 10-year exercise window for stock options
- Unlimited PTO with recommended four weeks per year
- Twelve weeks of fully paid family leave in the US (prospective expansion to other countries)
- Generous budget for equipment, software, and office furniture
- $100/month education budget with manager approval for higher-cost items (e.g., conferences)
- US health insurance with premiums covered for employee and dependents
About Ashby
All-in-one recruiting platform that empowers hiring excellence in…
At Ashby, we're improving the productivity of working professionals with intelligent and powerful software. We put a lot of effort into designing products that are approachable to beginners but mastered & extended by power users. In many ways, spreadsheets set the bar here. Our first products provide talent teams with clever automation, powerful analytics tools, and customizable workflows packaged in great UX. We have many paying customers who love us and use us every day like Opendoor, Airtable, Duolingo, and Notion. Notion's Head of Talent said Ashby is "probably the tool we are in the most and rely on the most, as a recruiting team." Our culture is motivated by Abhik's (my co-founder and Head of Engineering) and my belief that a small talented team, given the right environment, can build a great product and service fast (and work regular hours!). We hire exceptional, kind, thoughtful people and provide an environment where we can be happy, feel challenged, and do our best work. We are well funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We'll share more once we meet!
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