Ashby

Product Support Engineer

Ashby

full-time

Posted on:

Location Type: Remote

Location: Ireland

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 €45,000 - €80,000 per year

Job Level

Junior

About the role

  • Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers.
  • Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues.
  • Provide exceptional customer service, ensuring clients feel supported and valued.
  • Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
  • Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
  • Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
  • Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

Requirements

  • Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally.
  • A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.
  • Ability to work effectively within a team and independently, with a proactive approach to solving problems.
  • Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.
Benefits
  • Competitive salary and equity.
  • 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
  • Unlimited PTO with four weeks recommended per year.
  • Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
  • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
  • $100/month education budget with more expensive items (like conferences) covered with manager approval.
  • If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
integration frameworkstroubleshootingautomationscriptingsoftware applicationsInternet protocolstechnical documentationcustomer feedback analysis
Soft Skills
customer servicecommunication skillsdetail-orientedteamworkproblem-solvingadaptabilityproactive approach