Product Support Specialist (Americas)

Requirements

• As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication
• These and other values we’ll discuss in more detail during the interview process inform how we do the work
• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product
• You’re curious—both in addressing customers and creating solutions that improve our workflows
• You seek the answers beyond what’s on the surface
• You have strong problem‑solving skills
• You’re skilled at both defining the scope of a problem and creating a comprehensive solution
• You delight customers
• You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way
• You prioritize ownership in finding solutions for customers
• When given a problem, you proactively make decisions rooted in principled thinking to solve it
• You have offered B2B support to customers, ranging from Small Business through Enterprise organizations

What the job involves

• Over the past few years, we’ve built a team of Ashby experts who delight our customers with their keen attention to detail, deep product knowledge, and fast service
• In joining us, you’d bring that same level of world‑class support to our customers based in Europe and Asia
• In this role, you will spend a lot of time working directly with customers
• Ashby’s product encompasses a wide breadth, and is quite complex
• In this role, you can expect to work on tickets requiring complex integration troubleshooting, to providing customers with detailed workflow instructions
• You’ll also spend time on projects that make the work that we do better
• Past projects our team has taken on include:
• Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up‑leveling of the broader Support Team
• Developing workflow automation allowing for better team cohesion and efficacy
• Please note: we’re currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application