Product Support Engineer - NAMER

Ashby • ,

8d • $75,000 - $140,000

About The Position

Ashby is hiring a Product Support Engineer in AMER to join its regional Support Engineering team, which currently has four members. The global Support team is expanding coverage across time zones and staffs across regions rather than relying on on-call rotations; the specific schedule for this opening will be discussed during the hiring process.

Support Engineering is the technical layer between frontline Support and Engineering. The role handles complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows. The engineer investigates application behavior, logs, databases, and customer context to determine whether Support can resolve an issue or whether it is a product defect requiring Engineering involvement. Investigations may use Plain, GitHub, Datadog, databases, and the codebase. The role does not implement code fixes; instead, it provides Engineering with validated escalations including reproduction steps, evidence, customer impact, and a root-cause hypothesis when possible.

The engineer will identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. They will help shape AMER operating practices and handoff norms, and bring regional customer patterns to the global Support Engineering team. Ashby provides onboarding through company and product training, a Support Engineering ramp plan, tools and workflow training, cross-functional relationship building, manager and buddy support, increasing investigation complexity, and regular check-ins throughout the first 90 days.

Requirements

• Experience in a hands-on, customer-centric technical role independently investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior.
• Ability to investigate across 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 product defects and explain the reasoning clearly.
• Ability to write precise investigations that others can understand and act on.
• Thoughtful communication with technical and non-technical audiences across time zones.
• A tendency to improve systems through documentation, enablement, tooling, or process design.
• Interest in meaningful ownership on an established AMER Support Engineering team and improving broader team practices.

Responsibilities

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
• Set a high bar for 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 address them through documentation, enablement, tooling, process improvements, or product feedback.
• Partner with Product and Engineering to synthesize customer patterns, validate defects, and provide technical context for improvement decisions.
• Contribute to AMER coverage, handoff, and operating practices, and bring regional customer patterns to the global Support Engineering team.
• Track and improve resolution speed, escalation quality, avoidable Engineering escalations, frontline self-sufficiency, customer effort, and customer confidence.

Benefits

• 10-year exercise window for stock options.
• Unlimited paid time off, with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US; Ashby plans to expand this to employees in other countries as situations arise.
• $1,200 annual learning and professional-development budget.
• One-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
• Extended health benefits for employees and dependents, subject to availability through the Employer of Record.
• International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.
• 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