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 54%

What it means: the chance that no one is really hiring for this job.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 • Set a high bar for technical investigations and provide Engineering with clear, actionable, validated product issues • 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 • Synthesize customer patterns, validate defects, and provide technical context for product, documentation, tooling, or process decisions • 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, frontline self-sufficiency, customer effort, and customer confidence • Investigate issues using Plain, GitHub, Datadog, databases, and the codebase • Provide Engineering with reproduction steps, relevant evidence, customer impact, and root-cause hypotheses • Improve documentation and enablement

🎯 Requirements

• Prior experience supporting a B2B SaaS product • 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 • Ability to distinguish configuration, data, documentation, or enablement issues from true product defects • Ability to write precise investigations and communicate with technical and non-technical audiences across time zones • Experience improving systems through documentation, enablement, tooling, or process design • Interest in becoming an early technical owner for EMEA • Technical investigation involving APIs, integrations, logs, permissions, data, reporting, migrations, workflows, databases, and codebase context • Must provide a specific example of a technical support issue where log analysis was important • Must provide a specific example of a support issue involving investigation, workaround recommendation, or escalation

🏖️ Benefits

• 10-year exercise window for stock options • 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 you and your dependents, subject to availability with the Employer of Record • Statutory benefits for international employees • Employer-paid supplemental health coverage where available

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