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Product Support Engineer - APAC

Ashby· Customer Success
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RemoteJPY 11950k - JPY 13750kFull-timePosted 4mo ago

About the role

Technical Support Engineer role based in APAC, providing 24/7 coverage across time zones. You will own complex technical issues involving integrations, APIs, data, and workflows, and collaborate with Product and Engineering to improve systems. You’ll be among the first APAC Support Engineers, helping shape regional processes and handoffs.

Responsibilities

  • Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.
  • Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
  • Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers.
  • Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
  • Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
  • Build the APAC coverage and handoff model with teammates in EMEA and AMER, while bringing regional customer patterns to the global Support Engineering team.
  • Track and improve outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

Qualifications

  • Hands-on, customer-centric technical role experience investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior.
  • Ability to move between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
  • Ability to distinguish configuration, data, documentation, or enablement issues from true product defects and to explain reasoning clearly.
  • Experience writing precise investigations that are understandable and actable for technical and non-technical audiences across time zones.
  • Proactive mindset to improve systems around tickets through documentation, enablement, tooling, or process design.
  • Interest in being an early technical owner for APAC and building structure across multiple time zones within a global team.

Skills

Required:Technical investigationAPI and integration troubleshootingDocumentation and enablementCross-functional collaboration

Benefits

  • 10-year exercise window for stock options
  • Unlimited PTO
  • A $1,200 annual learning and professional-development budget
  • One-time $2,000 home-office setup budget plus a company-provided laptop
  • Opportunities for team and company offsites, local meetups, and virtual events
  • Extended health benefits for you and your dependents (subject to availability)
  • International benefits vary by country and include statutory benefits and employer-paid supplemental health coverage
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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