Product Support Specialist

Responsibilities

• Own complex SaaS troubleshooting from initial report through resolution.
• Isolate configuration issues, reproduce ambiguous behavior, and communicate clearly with customers.
• Explain technical issues concisely and adapt explanations to different audiences.
• Investigate customer issues deeply while balancing customer communication and escalation quality.
• Support B2B customers across company sizes, from SMB to enterprise.
• Create solutions and workflow improvements that increase team cohesion and effectiveness.
• Synthesize technical work from Engineering into enablement for the broader Support team.
• Build expertise in Ashby's complex, evolving product during onboarding and ongoing support.

Requirements

• Experience owning complex SaaS troubleshooting through resolution.
• Strong technical reasoning, systematic thinking, and attention to detail.
• Clear, concise, empathetic written and verbal communication.
• Strong ownership in asynchronous work environments.
• Ability to investigate deeply before escalating issues to Engineering.
• Experience providing B2B support across SMB and enterprise customers.
• Ability to balance investigation, customer communication, and escalation quality in a fast-moving environment.

Benefits

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