# Product Support Specialist

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Support Engineering
**Salary:** A$89k – A$105k/yr
**Skills:** SaaS, Technical Troubleshooting, Saas Integrations, Workflow Automation, Configuration Management, Technical Communication, Ticket Resolution, B2B Support
**Posted:** 2026-02-20

> Provides deeply technical B2B SaaS support, troubleshooting complex integrations and workflows from initial report through resolution. The role requires systematic investigation, precise communication, strong ownership, and the ability to support customers from SMB through enterprise.

## Job Description

## 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.

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