Product Support Engineer - APAC

Role Overview

Join Ashby's global Support team as our first dedicated Support Engineer for the Asia-Pacific region. You will play a pivotal role in establishing APAC's technical support presence, enabling 24/7 coverage by collaborating closely with EMEA and AMER teams. This is a hands-on role involving ownership of complex technical issues related to integrations, APIs, data workflows, and escalations, providing vital support between frontline Support Specialists and Product Engineering.

Key Responsibilities

• Handle complex technical cases from initial intake to resolution or escalation, thoroughly assessing APIs, logs, configurations, and workflows to determine the appropriate resolution pathway.
• Maintain high standards for technical investigation and produce clear, actionable reports for Engineering to address product issues effectively.
• Foster strong collaborative relationships with Support Specialists, Engineering, Product teams, Customer Success representatives, and customers.
• Identify and document recurring problems and enhance enablement tools, processes, and product feedback mechanisms.
• Work alongside Product and Engineering teams to synthesize customer feedback and technical insights to guide improvements in product features, documentation, and operational procedures.
• Develop and refine the APAC support coverage model, enabling smooth handoffs across global time zones and integrating regional customer insights into global strategies.
• Monitor and optimize core support metrics, such as resolution speed, escalation quality, and frontline team autonomy, to improve customer satisfaction and operational efficiency.

Who Should Apply

• Individuals with direct experience in customer-facing technical roles, adept at independently diagnosing complex, ambiguous issues involving APIs, logs, and data analytics.
• Those skilled at investigating and pinpointing root causes by analyzing technical logs, databases, API behavior, and code context.
• Professionals able to differentiate configuration or documentation shortcomings from genuine product defects and communicate findings clearly to various audiences.
• Candidates who write detailed, comprehensible technical investigations and can engage thoughtfully with both technical and non-technical stakeholders across time zones.
• Individuals who proactively improve workflows and documentation beyond immediate issues, taking initiative to refine systems and processes.
• Candidates excited to establish APAC as a critical technical support region, managing cross-timezone coordination and spearheading regional operational standards.

Who Should Not Apply

• Candidates seeking support roles focused mainly on repetitive, defined troubleshooting without ownership of complex technical issues.
• Applicants whose backgrounds primarily include internal IT, help desk, infrastructure maintenance without significant SaaS, API, or data-focused troubleshooting experience.
• Those who prefer to delegate investigation of difficult cases rather than personally researching and validating issues.
• Candidates interested mainly in writing production code rather than diagnosing and escalating bugs for Engineering.
• Applicants looking for narrowly defined roles with clear, predefined answers rather than engaging with ambiguity and complex problem-solving.
• Those unwilling to undertake regional ownership or contribute to global support process improvements.

Company Background

Ashby develops a robust talent management platform aimed at improving recruitment processes. With over 5,000 clients worldwide, including Shopify and OpenAI, and rapid growth exceeding 100% annually, Ashby is an innovative and dynamic company employing approximately 300 people across more than 22 countries.

Support Team Philosophy

• We focus on crafting excellence both in product quality and customer experience to stand out in the market.
• We prioritize a small, highly skilled team that values ownership and communicative clarity.
• We emphasize principled decision-making and thoughtful communication channels within our team.

Interview Process

• Introductory phone interview with recruiting (30 minutes)
• Take-home assessment with a 5-day completion window
• Hiring manager interview (45–60 minutes)
• Virtual onsite interview (120 minutes)
• Meet the team session (30 minutes)
• Technical and integration skills assessment (45 minutes)
• Support leadership interview (30 minutes)
• Final Q&A and closing discussion (15 minutes)

Onboarding and Benefits

Your orientation will include comprehensive company-wide training and a dedicated Support Engineering onboarding plan to familiarize you with tools, product features, and internal workflows. You will receive guidance from mentors and managers and gradually take on complex cases with regular progress reviews during your first 90 days.

• Stock options with a 10-year exercise window, allowing flexible exercising after departure without pressure.
• Unlimited paid time off, encouraging a healthy work-life balance.
• An annual professional development fund of $1,200 USD for learning and skill growth.
• A one-time $2,000 USD budget for home-office setup including ergonomic equipment and necessary hardware, plus a company laptop.
• Opportunities for social engagement through company-wide and regional offsites, local meetups, and virtual events.
• Extended health coverage options, subject to legal availability in your country.

Diversity and Inclusion

Ashby is committed to providing equal employment opportunities regardless of race, color, religion, sex, nationality, age, disability, sexual orientation, or gender identity. We embrace diversity and inclusion and welcome applicants from all backgrounds, experiences, and abilities.

Compensation

The salary range for this position is ¥11,950,000 to ¥13,750,000.