Product Support Engineer

🕒 August 10

🇬🇧 United Kingdom – Remote

💵 £75k - £104k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 51%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• Own complex technical issues from intake through resolution or escalation • Investigate APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve issues or Engineering should be involved • Serve as the technical escalation point between frontline Support Specialists and Product Engineering • Investigate issues end to end using Plain, GitHub, Datadog, databases, and the codebase • Provide Engineering with validated escalations including reproduction steps, relevant evidence, customer impact, and root-cause hypotheses when possible • Support integrations, data mapping, and customer data migrations • Identify recurring problems and convert them into documentation, enablement, tooling, process improvements, or product feedback • Partner with Product and Engineering on recurring product improvements and defect validation • Build trusted relationships with Support, Engineering, Product, Customer Success, and customers • Establish EMEA coverage, handoff, and operating practices across European time zones • Bring EMEA customer patterns to the global Support Engineering team • Track and improve resolution speed, escalation quality, Engineering escalation rates, frontline self-sufficiency, customer effort, and customer confidence • Participate in onboarding, product and company training, and a Support Engineering ramp plan

🎯 Requirements

• Hands-on experience in a customer-centric technical role independently investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior • Comfortable moving 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 explain the reasoning clearly • Ability to write precise investigations with actionable evidence and communicate with technical and non-technical audiences across time zones • Experience supporting a B2B SaaS product; application form states applicants without this experience should not apply • Experience with customer-centric SaaS applications, APIs, logs, and data-backed troubleshooting • Ability to reproduce, investigate, and explain difficult issues • Ability to diagnose and escalate bugs rather than own production code changes • Ability to work through ambiguity using documentation, focused questions, and evidence-based decisions • Interest in regional operating ownership and broader Support team improvement projects • Willingness to work across European time zones • Must provide specific examples of technical support issues involving log analysis and ambiguous investigation decisions in the application

🏖️ Benefits

• Offers equity / stock options with a 10-year exercise window • Unlimited PTO • $1,200 annual learning and professional-development budget • One-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment • Company-provided laptop • Annual company offsite, team offsites, local meetups, and virtual events • Extended health benefits for employees and dependents, subject to availability with the Employer of Record • Statutory benefits for international employees • Employer-paid supplemental health coverage where available