Product Support Specialist - EMEA

Ashby

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United Kingdom·France·Germany·Netherlands

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5 months ago

Salary

€64,500 – €81,500per year

🏠 Remote Full-time

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Description

Ashby is hiring a Product Support Specialist to join our Customer Success team in Europe. In this role, you will provide world-class support to our customers, handling everything from troubleshooting complex integrations to guiding them through detailed workflows. You will also work on projects to improve our support operations, such as synthesizing technical information from Engineering and developing workflow automation. We are looking for someone with strong ownership, curiosity, and excellent communication skills who is comfortable with complex SaaS troubleshooting. The role requires working one weekend day in exchange for a weekday off, with schedules like Tuesday-Saturday or Sunday-Thursday.

Requirements

Comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly.
Can explain technical issues concisely, think systematically, and operate with strong ownership in asynchronous environments.
Curious and seek answers beyond the surface.
Delight customers with keen attention to detail, thorough and clear responses, and empathy.
Balance investigation, customer communication, and escalation quality in a fast-moving environment.
Experience in B2B support across company sizes, from SMB to enterprise.