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Product Support Specialist - EMEA

Ashby· Customer Success
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Remote€45.5k - €76.5k + equityFull-timePosted 10mo ago

About the role

Product Support Specialist in Europe (EMEA) focused on high‑level SaaS troubleshooting, customer guidance on complex workflows, and contributor to enablement projects. Remote role with weekend day requirement in exchange for a weekday off; operating across multiple European countries.

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 while maintaining ownership in asynchronous environments
  • Be curious and proactive in addressing customer needs and in creating solutions that improve workflows
  • Delight customers with thorough, clear, empathetic responses and attention to detail
  • Balance investigation, customer communication, and escalation quality in a fast-moving environment
  • Support B2B customers across SMB to enterprise, handling tickets and complex technical problems
  • Contribute to internal enablement by absorbing technical work from Engineering to up-level the broader Support Team
  • Develop workflow automation to improve team cohesion and efficacy
  • Participate in onboarding and continuous learning to build deep product knowledge

Qualifications

  • Experience owning complex SaaS troubleshooting from report to resolution
  • Ability to explain technical issues clearly to varied audiences
  • Strong ownership and systematic thinking in asynchronous environments
  • Curiosity and proactive problem-solving mindset
  • Empathy and attention to detail in customer interactions
  • Experience in B2B support across SMB to enterprise
  • Willingness to work one weekend day in lieu of a weekday off
  • Technical proficiency to solve deeply technical tickets and collaborate with Engineering

Skills

Required:SaaS troubleshootingTechnical communication

Benefits

  • 10-year exercise window for stock options
  • Unlimited PTO
  • Twelve weeks of fully paid family leave (US) with expansion plans for other countries
  • 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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