Product Support Specialist

Summary

Join Ashby as a Product Support Specialist in EMEA and become part of a team dedicated to providing exceptional customer support. You will work directly with customers, contribute to projects that enhance support processes, and leverage your problem-solving skills to create comprehensive solutions. Ashby values ownership, principled thinking, and effective communication. This role is remote and requires self-motivation, a passion for learning complex products, and a commitment to delivering exceptional customer experiences.

Requirements

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product
• You’re curious—both in addressing customers and creating solutions that improve our workflows. You seek the answers beyond what’s on the surface
• You have strong problem-solving skills. You’re skilled at both defining the scope of a problem and creating a comprehensive solution
• You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way
• You are eager to take ownership. When given a problem, you proactively make decisions rooted in principled thinking to solve it

Responsibilities

• You will spend a lot of time working directly with customers
• You’ll also spend time on projects that make the work that we do better
• Curating customer feedback into a weekly digest distributed to the entire company
• Writing and improving help documentation
• Automating tasks to save the team time

Preferred Qualifications

• You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit
• You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area
• You value in office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self-starters!

Benefits

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable
• Unlimited PTO with four weeks is recommended per year . Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US . We plan to expand this to employees in other countries as situations arise
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval