Product Support Specialist - Americas

About the Role

Join Ashby as a Product Support Specialist serving customers across North America. You'll engage directly with users daily, handling complex SaaS troubleshooting ranging from technical integrations to guiding customers through detailed workflows. Your contributions will help maintain outstanding customer satisfaction and improve support processes.

Key Responsibilities

• Resolve advanced product issues including configuration challenges and reproduce ambiguous problems from initial report through resolution.
• Communicate technical information clearly and tailor explanations for diverse audiences using strong ownership and systematic thinking.
• Collaborate on projects enhancing team efficiency and knowledge, such as synthesizing engineering insights for broader team enablement and developing workflow automations.

Candidate Profile

• Experienced in B2B support across different company sizes, comfortable managing complex SaaS product issues.
• Demonstrates attention to detail, empathy, and thorough communication to delight customers.
• Curious mindset focused on deeper analysis beyond surface-level issues.
• Effective in balancing investigative work, customer communication, and escalation in fast-paced environments.
• Strong ownership and ability to work asynchronously with principled, thoughtful communication.

Who Should Not Apply

• Those whose background is primarily in customer success, account management, or onboarding roles rather than technical ticket resolution.
• Candidates preferring coordination, enablement, or leadership over hands-on ticket work.
• Individuals reluctant to engage deeply with complex technical problems.
• Those inclined to quickly escalate without attempting detailed troubleshooting.
• Candidates who prefer simpler, stable products over rapidly evolving, broad-scope software.

About Ashby

Ashby is a rapidly growing enterprise software company focused on revolutionizing hiring processes for recruiters and talent leaders. Backed by top investors and serving over 4,000 companies including notable names like Snowflake, OpenAI, and Shopify, Ashby emphasizes exceptional product development combined with outstanding customer experiences in small, highly capable teams.

Interview Process

• 30-minute introductory call with recruiting.
• One-week take-home assessment.
• 45-minute interview with hiring manager.
• 45-minute skills fit interview.
• 30-minute team insights interview and closing questions.

Onboarding

The first month centers on intensive product learning, with immediate hands-on ticket work starting week one to build expertise and impact.

Compensation and Benefits

• Competitive salary ranging from $75,000 to $109,250 annually.
• 10-year window to exercise stock options, allowing financial flexibility.
• Unlimited paid time off, with a recommended four-week minimum per year.
• 12 weeks of fully paid US family leave, planned expansions for other countries.
• Generous budgets for equipment, software, and office furniture.
• $100 monthly education stipend, with additional funding for larger expenses upon approval.
• Employer-covered top-tier US health insurance for employees and dependents.

Company Culture and Values

Ashby values strong ownership, principled decision-making over experience, and precise communication, fostering a supportive environment that prioritizes diversity, equity, and inclusion. The hiring process includes clear evaluations of technical skill and communication.

Equal Employment Opportunity

Ashby offers equal employment opportunities regardless of race, gender, age, disability, or any other protected characteristic, committed to a fair and inclusive workplace.