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 32%

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 issues can be resolved by Support or require Engineering involvement • Validate product issues and provide Engineering with reproduction steps, evidence, customer impact, and root-cause hypotheses • Serve as the technical escalation point between frontline Support and Product Engineering • Build working relationships with 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 • 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 • Support onboarding through product training, workflow learning, tool familiarization, and increasingly complex investigations

🎯 Requirements

• Prior experience supporting a B2B SaaS product • Hands-on experience in a customer-centric technical role independently investigating ambiguous issues • Experience with APIs, integrations, logs, data, databases, application behavior, and code-level context • Ability to distinguish configuration, data, documentation, or enablement issues from true product defects • Ability to write precise technical investigations with reproduction steps, evidence, customer impact, and root-cause hypotheses • Experience communicating with technical and non-technical audiences across time zones • Experience with customer-centric SaaS applications and data-backed troubleshooting • Experience using tools such as Plain, GitHub, Datadog, databases, and codebases • Ability to investigate technical support issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows • Ability to work across European time zones and establish regional operating practices • Specific examples of support issues involving log analysis and escalation decisions required in the application process

🏖️ 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 • Company-provided laptop • Annual company offsite, team offsites, local meetups, and virtual events • Extended health benefits for employees and dependents, subject to availability • Statutory benefits for international employees • Employer-paid supplemental health coverage where available • Flexible regional coverage across time zones rather than on-call rotations