Product Support Engineer

Role Responsibilities

• Develop a deep technical understanding of Ashby capabilities and systems to diagnose and resolve technical issues for customers.
• Provide comprehensive support for integration issues, API inquiries, and bug reports.
• Leverage expertise in integration frameworks to troubleshoot complex integration issues.
• Proactively identify patterns in customer challenges to recommend product enhancements.
• Provide exceptional customer service.
• Collaborate with the Engineering team to escalate issues, share insights, and contribute to product improvement.
• Create and maintain detailed documentation of support processes, common issues, and solutions.
• Gather, analyze, and relay customer feedback to the engineering team.
• Share knowledge with the Support Team to build holistic understanding of the platform.

Role 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 information for internal reporting.
• Passion for delivering outstanding customer service.
• Ability to work effectively within a team and independently with a proactive approach.
• Comfortable in a dynamic environment and adapting quickly to product updates.

You Should Apply If

• You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
• You are passionate about helping customers and providing a top-notch support experience.
• You have excellent communication skills and can convey technical information clearly.
• You thrive in a collaborative environment and enjoy working closely with engineering teams.
• You are proactive, detail-oriented, and always looking for ways to improve processes.

You Should Not Apply If

• You do not have a strong technical background or experience in technical troubleshooting.
• You are not comfortable with asynchronous collaboration or communicating thoughtfully with customers, support team members, or engineers.
• You are not comfortable communicating with customers or explaining technical concepts in simple terms.
• You are not adaptable to changing environments and new technologies.
• You do not have a passion for customer-facing interactions.