Product Support Engineer (NAMER)

Join Ashby, a fast-growing company in the tech industry, as a Product Support Engineer. In this role, you will be part of a global support team providing 24/7 coverage across time zones. You will investigate complex technical issues, build relationships with various teams, and contribute to process improvements. The position offers a competitive salary, unlimited PTO, and a range of benefits.

Assumer la responsabilité des problèmes techniques complexes, de l'introduction à la résolution ou à l'escalade, en enquêtant sur les API, les intégrations, les journaux, les données, la configuration et les flux de travail.

Responsibilities

• Établir des relations de travail de confiance avec le support de première ligne, l'ingénierie, le produit, le succès client et les clients, et identifier les problèmes récurrents.
• Contribuer à l'amélioration des résultats qui comptent : la rapidité de résolution, la qualité de l'escalade, le nombre d'escalades évitables vers l'ingénierie.
• You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones

Requirements

• You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design
• You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes
• You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works
• You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior
• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly

Pay

USD 75,000 - 122,000