Product Support Engineer - APAC

Role overview

Ashby is hiring its first Support Engineer for the APAC region. This role sits at the heart of the customer experience, combining technical investigation with thoughtful communication to help customers get fast, accurate solutions. You will work on technical issues, integration-related questions, API problems, and bug reports while also spotting recurring themes that can inform product improvements and team enablement.

The position requires a strong grasp of integrations, data flow, platforms, and software behavior. You will partner closely with Engineering and Support, contribute to documentation and internal knowledge-sharing, and help improve how the team handles technical questions at scale.

Key responsibilities

• Investigate and resolve technical issues across Ashby’s product and related systems.
• Support customers with integration failures, API questions, and bug-related troubleshooting.
• Build a strong understanding of Ashby’s product and underlying systems to diagnose issues efficiently.
• Use knowledge of integrations and connected technologies to solve complex customer problems and reduce recurring friction.
• Deliver a customer experience that is responsive, clear, and supportive.
• Work with Engineering to escalate harder problems, share useful context, and help improve the product.
• Document support workflows, repeat issues, and solutions to strengthen the knowledge base.
• Collect and synthesize customer feedback so it can guide product and process improvements.
• Share technical learning with the broader Support team to improve team-wide understanding and capability.

What you need

• Solid technical knowledge of software applications, internet protocols, troubleshooting methods, and scripting-based automation.
• Strong written and verbal communication skills, including the ability to explain complex technical ideas to non-technical audiences.
• Attention to detail when capturing reproduction steps and organizing issue details for internal escalation.
• A genuine customer-first mindset and commitment to high-quality support.
• Ability to collaborate effectively with teammates while also working independently.
• Comfort operating in a fast-moving environment where products, tools, and processes may change quickly.

Who should apply

This role is a strong fit for someone with a technical background who enjoys investigating API integrations, reading logs and code, and solving difficult problems. It is also well suited to people who care deeply about customer support, communicate clearly, work well with engineering teams, and take a proactive approach to improving processes.

Who should not apply

This position may not be a fit if you lack technical troubleshooting experience, are uncomfortable with asynchronous collaboration, find it difficult to explain technical topics in simple language, do not adapt well to change, or are not excited by customer-facing work.

About Ashby

Ashby is building a new generation of enterprise software, starting with products that help talent leaders, recruiters, and hiring managers run hiring more effectively. The company is backed by investors including Y Combinator, Elad Gil, and Lachy Groom. It launched publicly in October 2022 and works with a range of notable companies.

The Go To Market organization includes the Support team within Customer Success. The team emphasizes product excellence, deep customer expertise, and high performance from small, talented groups.

Interview process

• Intro call with Recruiting: 30 minutes
• Take-home assessment: 1 week to complete
• Hiring manager interview: 45 to 60 minutes
• Virtual onsite: 120 minutes

Benefits

• Competitive pay and equity participation.
• 10-year exercise window for stock options.
• Unlimited PTO, with four weeks recommended each year.
• 12 weeks of fully paid family leave in the US, with plans to extend this to other countries when feasible.
• Generous budget for equipment, software, and home office furniture.
• $100 per month for education, with higher-cost items such as conferences available with manager approval.
• For US employees, fully covered premium health insurance for employees and dependents.

Equal opportunity and hiring notice

Ashby is an equal opportunity employer and considers all applicants without discrimination based on race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company states that this is an active vacancy and may use AI-assisted tools during screening, assessment, and selection.

Compensation

The stated compensation range is ¥9M to ¥13M.