Product Support Engineer - EMEA
Description
Ashby, which builds recruiting and hiring software used by nearly 5,000 customers, is hiring its first Product Support Engineer in EMEA as part of its global Support team. The role is the technical escalation layer between frontline Support and Engineering, investigating complex issues involving integrations, APIs, permissions, data, reporting and migrations with tools such as Plain, GitHub, Datadog and databases. You will decide whether issues can be resolved in Support or are product defects, hand Engineering well-validated escalations, and turn recurring problems into documentation, tooling and process improvements while establishing EMEA operating practices. Candidates should have hands-on experience in customer-centric technical roles investigating APIs, logs, data and application behavior in SaaS products, plus strong written communication.
Requirements
- Hands-on experience in a customer-centric technical role independently investigating ambiguous issues involving APIs, integrations, logs, data and application behavior
- Comfortable moving between customer conversations, APIs, logs, databases, product behavior and code-level context to find root causes
- Ability to distinguish configuration, data, documentation or enablement issues from true product defects and explain the reasoning
- Precise written investigations and clear communication with technical and non-technical audiences across time zones
- Extensive experience with customer-centric SaaS applications, APIs, logs or data-backed troubleshooting
- Drive to improve the systems around tickets through documentation, enablement, tooling or process design
Experience Level
InternEntry LevelMid-levelSeniorLeadExecutive
Benefits
Equity with a 10-year exercise window for stock options
Unlimited PTO
$1,200 annual learning and professional development budget
One-time $2,000 home-office setup budget plus a company-provided laptop
Annual company offsite, team offsites, local meetups and virtual events
Extended health benefits for you and your dependents where available
About the company
AshbyAshby is an all-in-one recruiting platform combining ATS, CRM, sourcing, scheduling, and advanced analytics. Serves fast-growing tech companies.
Size
Large (200–1K)
Employees
250
Tech Stack
TypeScriptReactNode.jsPostgreSQLElasticsearchRedisAWSGraphQL
Ashby is an all-in-one recruiting platform combining ATS, CRM, sourcing, scheduling, and advanced analytics. Serves fast-growing tech companies.
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