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Product Support Specialist - Australia

Ashby· Customer Success
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RemoteA$89k - A$105kFull-timePosted 11mo ago

About the role

A remote, full-time Product Support Specialist role in Australia (APAC) focused on high-level SaaS troubleshooting, complex integrations, and customer enablement. The position emphasizes ownership, technical depth, thoughtful communication, and contributing to internal improvements and workflows.

Responsibilities

  • Own complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly
  • Explain technical issues concisely to different audiences, with systematic thinking and strong ownership in asynchronous environments
  • Address customer questions proactively and empathetically, ensuring thorough and clear responses
  • Balance investigation, customer communication, and escalation quality in a fast-moving environment
  • Handle B2B support across SMB to enterprise
  • Engage in projects to improve support workflows and enablement (e.g., synthesizing Engineering input for broader team, developing workflow automation)
  • Contribute to onboarding and training for the support team and product knowledge
  • Collaborate with cross-functional teams to deliver world-class customer experience

Qualifications

  • Experience in B2B SaaS support across SMB to enterprise
  • Comfort with deep technical problem solving and troubleshooting complex tickets
  • Ability to explain technical issues concisely to varying audiences
  • Strong ownership, empathy, attention to detail, and effective communication
  • Willingness to work in a remote APAC/Australia-based role

Skills

Required:SaaS troubleshootingTechnical communication

Benefits

  • 10-year exercise window for stock options
  • Unlimited PTO with recommended four weeks per year
  • Generous paid family leave
  • Generous equipment, software, and office furniture budget
  • $100/month education budget with manager approval for higher-cost items
Last updated Oct 21, 2026. Interested? Apply on the company site.
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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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