Product Support Engineer - Americas

I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER.

We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of three and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process.

We’re hiring for both Product Support Specialist and Product Support Engineer roles.

• The Specialist role focuses on helping customers navigate the product and reach successful outcomes.

• The Engineer role focuses on technical investigation, debugging complex behavior, and understanding how systems work.

Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review.

Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect.

You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As a Support Engineer in AMER, you’ll work alongside three Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team.

• Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.

• Set a high bar for L3 investigations and make sure Engineering receives clear, actionable, well-validated defects.

• Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers.

• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.

• Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.

• Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team.

• Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

• You’ve worked at an L3 technical-support level, or in a similarly hands-on customer-facing technical role, and enjoy owning ambiguous problems through to a defensible conclusion.

• You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.

• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly.

• You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones.

• You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design.

• You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works.

• You’re looking primarily for an L2, high-volume support role with predefined troubleshooting steps.

• Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-facing SaaS applications, APIs, logs, or data-backed troubleshooting.

• You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself.

• You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes.

• You’re uncomfortable documenting uncertainty, asking precise questions, or making evidence-based decisions when the answer is not obvious.

• You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works.

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com.

We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.

• We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.

• We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.

Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership.

• Intro call with Recruiting — 30 min

• Take-home assessment — 5 days to complete

• Hiring Manager interview — 45–60 min

• Virtual onsite — 120 min

  • Meet the team — 30 min

  • Technical & integration skills — 45 min

  • CS and Support leadership — 30 min

  • Closing questions — 15 min

Your onboarding will combine Ashby-wide product and company training with a Support Engineering-specific ramp plan. You’ll learn the product and support workflow, get familiar with the tools and systems used for technical investigations, and build relationships across Support, Product, and Engineering. With support from your manager and onboarding buddy, you’ll take on increasingly complex investigations as you build context, with regular check-ins throughout your first 90 days.