Product Support Engineer

🕒 August 10

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $75k - $122k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 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 • Determine whether Support can resolve issues or Engineering should be involved • Provide Engineering with clear, actionable, well-validated product issue escalations • Build working relationships with frontline Support, Engineering, Product, Customer Success, and customers • Identify recurring problems and convert them into documentation, enablement, tooling, process improvements, or product feedback • Partner with Product and Engineering on recurring product improvements • Contribute to AMER coverage, handoff, and operating practices • Bring AMER customer patterns to the global Support Engineering team • Track and improve resolution speed, escalation quality, frontline self-sufficiency, customer effort, and customer confidence • Participate in product and company onboarding, technical investigation training, and a structured first-90-days ramp

🎯 Requirements

• Prior experience supporting a B2B SaaS product • Hands-on experience in a customer-centric technical role • Experience independently investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior • Comfortable working with customer conversations, APIs, logs, databases, product behavior, and code-level context • Ability to distinguish configuration, data, documentation, or enablement issues from true product defects • Ability to write precise investigations with reproduction steps, evidence, customer impact, and root-cause hypotheses • Ability to communicate with technical and non-technical audiences across time zones • Experience with customer-centric SaaS applications, APIs, logs, and data-backed troubleshooting • Experience using tools such as Plain, GitHub, Datadog, databases, and the codebase • Willingness to contribute to AMER regional operating ownership and broader Support team improvement projects

🏖️ Benefits

• Offers equity / stock options with a 10-year exercise window • Unlimited PTO with four weeks recommended per year • Twelve weeks of fully paid family leave in the US • $1,200 annual learning and professional-development budget • One-time $2,000 home-office setup budget • Company-provided laptop • Extended health benefits for you and your dependents, subject to availability • Statutory benefits for international employees • Employer-paid supplemental health coverage where available • Annual company offsite, team offsites, local meetups, and virtual events