Product Support Engineer - Americas

Ashby • ,

9d • $75,000 - $140,000 • Hybrid

About The Position

Ashby is hiring a Product Support Engineer in AMER to join their growing Support Engineering team. This role serves as the technical escalation point between Support Specialists and Product Engineering, focusing on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows. The engineer will use application behavior, logs, databases, and customer context to investigate issues end-to-end using tools like Plain, GitHub, and Datadog. The primary responsibility is to provide Engineering with well-validated escalations, including reproduction steps, evidence, customer impact, and root-cause hypotheses, rather than writing product code fixes. The role also involves identifying recurring issues, improving documentation and enablement, and partnering with Product and Engineering on improvements. As part of the AMER team, the engineer will help shape operating practices and handoff norms and contribute AMER customer patterns to the global team.

Requirements

• Worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
• Comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
• Can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly.
• Write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones.
• Naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design.
• Excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works.

Nice To Haves

• Primarily looking for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership.
• Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting.
• Prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself.
• Looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes.
• Prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions.
• Want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works.

Responsibilities

• Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
• Build trusted working relationships with frontline 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 by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
• Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team.
• Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US.
• A $1,200 annual learning and professional-development budget.
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed