Product Support Engineer - Americas

Ashby • ,

1d • $75,000 - $122,000 • Remote

About The Position

As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues ensuring a high level of customer satisfaction through effective communication and problem-solving. You will assist with investigating and resolving technical issues that come to Support while identifying patterns in customer inquiries to drive product improvement, as well as opportunities to enable our Support team on technical concepts. Your knowledge of integrations and platforms will be key to your success, as you'll leverage this expertise to address customer inquiries related to system integrations, data flow, and product functionality. You’ll be a key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.

Requirements

• Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
• 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.
• A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.
• Ability to work effectively within a team and independently, with a proactive approach to solving problems.
• Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.
• Strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
• Comfortable with asynchronous collaboration or communicating in a thoughtful way with Customers, Support Team Members, or Engineers.
• Comfortable communicating with customers or explaining technical concepts in simple terms.
• Adaptable to changing environments and new technologies.
• A passion for customer-facing interactions and providing a great customer experience.
• Self-starters, as this role is remote.

Responsibilities

• 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.
• 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.
• Provide exceptional customer service, ensuring clients feel supported and valued.
• Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
• Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
• Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
• Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

Benefits

• Competitive salary and equity.
• 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.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.
• Top-notch health insurance for you and your dependents with all premiums covered by us.

What This Job Offers

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