Product Support Engineer

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

Ashby helps scaling companies achieve their ambitious growth targets. With Ashby, teams of all sizes can run a fast and efficient hiring process. Trusted by companies including Opendoor, Figma, Notion, Deel and Modern Treasury.

📋 Description

• Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports. • Expertise in Integrations: Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes. • Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued. • Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products. • Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base. • Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements. • Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

🎯 Requirements

• Technical Expertise: Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting. • Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally. • Customer-Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience. • Team Collaboration: Ability to work effectively within a team and independently, with a proactive approach to solving problems. • Adaptability: Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.

🏖️ Benefits

• Competitive salary and equity. • 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. • Unlimited PTO with four weeks recommended per year. • Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! • $100/month education budget with more expensive items (like conferences) covered with manager approval. • If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.