Product Support Specialist - EMEA

Hello! I’m Laura, Support Manager at Ashby. We’re hiring Product Support Specialists in Europe.

This role will work one weekend day in exchange for a weekday off. Schedule: Tuesday–Saturday or Sunday–Thursday, with occasional adjustments for holidays or business needs.

In this role, you will work closely with customers every day. Ashby is a broad and complex product, so you can expect to handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices.

You’ll also spend time on projects that improve our work. Past projects 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.

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.
• You’re curious—both when addressing customers and when 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.

• You avoid getting into the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.
• You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit.
• You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area.
• You value in‑office culture for motivation; this role is remote, so we're seeking self‑starters!

• 10‑year exercise window for stock options. You don’t have to purchase options immediately—do it when you feel financially comfortable.
• Unlimited PTO. Expect “Vacation?” in our one‑on‑one agendas until you start taking it.
• Twelve weeks of fully paid family leave in the US. Plans exist to expand this to employees in other countries as circumstances allow.
• Generous equipment, software, and office furniture budget to keep you happy and productive.
• $100/month education budget, with more expensive items (like conferences) covered with manager approval.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.