Product Support Specialist
Ashby
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteSalary
💰 A$70,000 - A$105,000 per year
Job Level
Mid-LevelSenior
About the role
- Work directly with customers on complex integration troubleshooting and provide detailed workflow instructions
- Provide B2B product support for customers based in Europe and Asia from APAC (Australia)
- Resolve tickets requiring deep technical troubleshooting and take ownership until resolution
- Execute team projects to improve support: create enablement from engineering, develop workflow automation
- Contribute to team knowledge, enablement, and cohesion for better efficacy
- Participate in a thorough interview process and a structured onboarding focused on product expertise
- First 30 days focused on learning product details before direct customer responses
Requirements
- Experience with and are excited to learn the ins and outs of a complex and rapidly evolving product
- Curious—both in addressing customers and creating solutions that improve our workflows
- Strong problem-solving skills; skilled at defining the scope of a problem and creating comprehensive solutions
- Delight customers; keen attention to detail, thorough and clear responses, empathetic
- Prioritize ownership in finding solutions; proactively make decisions rooted in principled thinking
- Offered B2B support to customers, ranging from Small Business through Enterprise organizations
- Comfortable troubleshooting complex technical tickets, including integration troubleshooting
- Ability to provide customers with detailed workflow instructions and synthesize technical information from Engineering
- Willing to cover weekend shifts (Tuesday through Saturday or Sunday through Thursday) and occasional schedule changes
- Highly technical and capable of solving deeply complex tickets
- Must have been a B2B Support Specialist on a SaaS product (if not, please don't apply)
Benefits
- 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 is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- 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.
- Offers Equity
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingintegration troubleshootingworkflow automationB2B supportSaaS product supportproblem-solvingworkflow instructionstechnical information synthesis
Soft skills
curiosityattention to detailempathyownershipdecision-makingcustomer delightteam collaboration