Product Support Specialist - EMEA

About the Role

Ashby is hiring a Product Support Specialist for the EMEA region. This is a hands-on support role for someone who enjoys working through complex product issues, helping customers succeed, and contributing to the improvement of support operations.

The schedule for this position includes one weekend day in exchange for a weekday off. Depending on business needs, the role will follow either Tuesday to Saturday or Sunday to Thursday working days, with occasional changes for holidays or operational requirements. Applicants may share their preferred working hours in their application.

You will be part of a support team known for strong product expertise, careful attention to detail, and fast, considered customer responses. The goal is to deliver a high-quality customer experience across a broad and technically complex SaaS product.

What You’ll Do

In this role, you will work directly with customers every day and handle a wide range of issues, from advanced integration troubleshooting to helping users navigate detailed workflows and product best practices.

Alongside ticket handling, you will also contribute to projects that improve how the team works. Previous examples have included turning highly technical engineering work into training material for the wider support team, as well as building workflow automations that improve coordination and efficiency.

Who This Role Is For

Applications are a strong fit if you are comfortable taking ownership of complicated SaaS troubleshooting from the first report through to resolution. That includes identifying configuration problems, reproducing unclear behavior, and giving customers clear updates throughout the process.

You should be able to explain technical topics in a concise and audience-appropriate way, think in a structured manner, and work well with a high level of ownership in asynchronous settings. Curiosity, empathy, and strong attention to detail are important, as is the ability to juggle investigation, customer communication, and escalation quality in a fast-paced environment.

Experience supporting B2B customers across a range of company sizes, from SMB to enterprise, is expected.

Who Should Not Apply

This role is probably not a match if your recent background is mainly in customer success, account management, or onboarding. It is also not well suited for someone who prefers coordination, enablement, or team leadership over working deeply in tickets.

If you do not enjoy getting into technical problems in detail, or if you prefer to escalate to Engineering very early without first pursuing a thorough solution, this role may not suit you. The team also works in a fast-changing product environment, so it is better suited to people who are comfortable learning a broad and evolving platform rather than a simple point solution.

About Ashby

Ashby is building the next generation of enterprise software, starting with products that help talent leaders, recruiters, and hiring managers run hiring more effectively. The company is well funded, backed by investors including Y Combinator, Elad Gil, and Lachy Groom, and after its Series D in 2025 it continues to grow ARR at more than 100% year over year. Customers include Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier, among many others.

About the Go-To-Market Team

The support function is treated as an extension of the product, with a strong focus on delivering an excellent customer experience across all market segments. The team invests heavily in building differentiated products, offering deep expertise in every customer interaction, and keeping teams small, highly capable, and well supported.

Interview Process

• Intro call with recruiting — 30 minutes
• Take-home assessment — 1 week to complete
• Hiring manager interview — 45 to 60 minutes
• Final-round interview — 90 minutes

Candidates will be assessed on technical reasoning as well as communication precision throughout the process.

Onboarding

The product is complex, so the first 30 days are centered on product learning and onboarding. You will start handling tickets in week one with support and guidance, allowing you to learn the platform, understand customer needs, and begin contributing quickly while continuing to build confidence and depth.

Benefits

• 10-year exercise window for stock options, so you are not pressured to buy shares immediately after leaving the company.
• Unlimited paid time off, with a culture that encourages taking vacation.
• 12 weeks of fully paid family leave in the US, with plans to extend similar support to employees in other countries when appropriate.
• A generous budget for equipment, software, and office furniture.
• $100 per month education budget, with higher-cost items such as conferences available with manager approval.

Equal Opportunity and Hiring Notice

Ashby provides equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company is committed to building a diverse and inclusive workforce.

The company also states that this is an active, existing vacancy and that artificial intelligence-driven tools may be used to help with screening, assessment, and candidate selection.

Compensation

The advertised salary range for this position is £64.5K to £81.5K.