# Product Support Specialist - APAC

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Support Engineering
**Skills:** SaaS, Workflow Automation, Technical Troubleshooting, Configuration Management, API Integrations, Technical Communication, B2B Support, Customer Support, Engineering Escalation
**Posted:** 2026-02-20

> Provides technically deep B2B SaaS support for customers across a broad, evolving product, handling complex troubleshooting, workflow guidance, and high-quality escalations. The role requires strong technical reasoning, communication, ownership, and customer empathy.

## Job Description

## Responsibilities
- Provide technically deep, thoughtful support to customers across the APAC region.
- Troubleshoot complex SaaS issues from initial report through resolution, including isolating configuration issues and reproducing ambiguous behavior.
- Guide customers through detailed workflows and product best practices.
- Communicate technical issues clearly and concisely to different audiences.
- Balance investigation, customer communication, and escalation quality in a fast-moving environment.
- Work one weekend day in exchange for a weekday off, following either a Tuesday–Saturday or Sunday–Thursday schedule.
- Participate in a day shift, with occasional schedule adjustments for holidays or business needs.
- Create enablement materials from technical work produced by the Engineering Team.
- Develop workflow automation to improve team cohesion and efficacy.

## Requirements
- Experience owning complex SaaS troubleshooting from first report through resolution.
- Strong systematic thinking, technical reasoning, written communication, and ownership in asynchronous environments.
- Curiosity and a willingness to investigate beyond surface-level symptoms.
- Keen attention to detail, empathy, and a customer-focused approach.
- Ability to work across investigation, customer communication, and escalation.
- Experience providing B2B support across company sizes, from SMB to enterprise.
- Comfort supporting a broad, complex, and rapidly evolving product.

## Benefits
- 10-year exercise window for stock options.
- Unlimited PTO; four weeks per year is recommended.
- Paid family leave.
- Equipment, software, and office furniture budget.
- $100/month education budget, with more expensive items such as conferences covered with manager approval.

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