Product Support Engineer
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Job Description
Support Engineer providing exceptional customer service by diagnosing and resolving technical issues. Collaborating with Engineering and creating documentation for product improvements.
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.
- Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues.
- 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.
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.
Benefits:
- Competitive salary and equity.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO with four weeks recommended per year.
- Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
- If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.
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