Ashby

IT Support

• Own and fix customer issues from ingest through to resolution, whether that’s a one-time fix or a deeply technical project affecting the whole org
• Offer, advocate and then implement best practices for an IT function that is securely creating the most productive workforce in the world
• Own projects across device management (think Kandji, Crowdstrike), identity management (think Okta, Google Workspace), hardware logistics (think laptop shipping, accessories lifecycle) and user lifecycle (onboarding, offboarding and user changes) to automate manual process and reduce our touchpoints to solely those where the human interaction matters
• Contribute to creating a cohesive, performant and scalable event-driven backend, making data shifting across the business effortless and easy to adopt everywhere.

Staff IT Engineer

Manager

• You will partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues.
• You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience.
• You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.
• You’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped.

Manager, Product Support – APAC

People Operations

• Leading our People function comprising of an HRPB team, HR Generalist team and our team of People Specialists
• Creating and improving all of our people focused documentation
• “Implement Continuous improvement” is one of our __Operating Principles__. “We hold ourselves to a very high standard, which is: there’s always a better way!”. Don’t think of this as small iterations over time, for example, we’re currently overhauling Total Rewards and restructuring the employment for cohorts of our overseas employees by setting up local entities in key regions.
• Create and operationalize performance processes and develop frameworks for evaluating and growing talent.
• As we scale we will need a wider variety of people services, practices and processes.
• Your team is responsible for the annual company offsite (previously held in Cancun), departmental offsites (GTM Kick Offs, Engineering/Product/Design offsites) and team offsites.
• Partnering closely with the Product Team to distill your observations into tangible feedback. To help scale your efforts, we'll aim to resolve pain points and increase your influence with documentation; you'll be able to contribute on both of these fronts as the Voice of the Customer with a pedagogical slant. You’ll be involved in early deployment and testing of features whilst ensuring all new functionality is effectively utilized internally after release
• Ensure HR policies and practices comply with all applicable laws in regions where Ashby has employees. Maintain accurate employee records and documentation. Support audits and reporting requirements, and help develop training and communication to keep the organization aligned with legal and regulatory standards.
• Automation, AI deployment and efficient processes are critical to how we will scale Ashby. Your role will be to help ensure maximum impact of potential efficiency gains

Director of People

• Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support.
• You'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.
• You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues.
• You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience.
• You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.

Support Manager

Customer Success Manager

• Take ownership of a book of customers, being the main point of contact.
• Assist customers via email and customer calls when needed.
• Create high-quality onboarding materials, documentation, and e-webinars.
• Jump in to assist with medium and large projects core to team operations.

• Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment.
• In this role, you'll guide Ashby's biggest customers - focusing on improved product adoption and increased customer health.
• You will shape how we serve customers ranging from high growth organizations to public companies.
• You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence.

Strategic Customer Success Manager

Support Engineer

• 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.

Product Support Engineer

Recruitment

• Finding, engaging and evaluating top talent for Sales positions
• Developing passive pipeline processes that focus on the very highest quality of hire as we scale
• Discovering and quantifying new talent pools and sourcing channels
• Engaging with departmental leaders and hiring managers to expertly qualify requirements and define searches
• Focusing on quality and alignment at the optimal volume to meet goals

Talent Sourcer – Sales

Implementation Specialist

• As our Associate Implementation Specialist, you will own execution of the technical configuration for a defined set of new Ashby customers.
• You will partner closely with an Implementation Specialist to confirm customer requirements before leading the tailored configuration of native platform functionality.
• As initial configuration concludes, you will define and carry out a testing plan ahead of go-live.
• You will also document final configuration choices made to ensure visibility and allow for ongoing optimization post-launch.