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 56%

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

• Investigate complex technical issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows • Own issues from intake through resolution or escalation • Use application behavior, logs, databases, customer context, tools, and codebase investigation to determine root causes • Determine whether Support can resolve an issue or Engineering should be involved • Provide Engineering with validated escalations including reproduction steps, evidence, customer impact, and root-cause hypotheses when possible • Build working relationships with Support, Engineering, Product, Customer Success, and customers • Identify recurring problems and turn 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, Support Engineering ramp-up, cross-functional relationship building, increasingly complex investigations, and regular first-90-day check-ins

🎯 Requirements

• Prior experience supporting a B2B SaaS product; application form states: “If not, please do not apply” • Hands-on experience in a customer-centric technical role independently investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior • Ability to move 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 • Ability to communicate thoughtfully with technical and non-technical audiences across time zones • Experience improving systems through documentation, enablement, tooling, or process design • Experience with customer-centric SaaS applications, APIs, logs, and data-backed troubleshooting • Application form requires a specific example of a technical support issue where log analysis was important • Application form requires a specific example of deciding whether to investigate further, recommend a workaround, or escalate • Willingness to work the schedule required for AMER coverage; specific schedule discussed during the process

🏖️ 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 employees and dependents, subject to availability with the Employer of Record • Annual company offsite, team offsites, local meetups, and virtual events • International employees receive statutory benefits and, where available, employer-paid supplemental health coverage

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