Product Support Specialist

Summary

Join Ashby's EMEA Product Support team as a Product Support Specialist and provide world-class support to customers in Europe and Asia. Work directly with customers and contribute to projects that improve team workflows, such as curating customer feedback, writing help documentation, and automating tasks. The ideal candidate possesses experience with complex, rapidly evolving products, strong problem-solving skills, a customer-centric approach, and a proactive ownership mentality. This remote role is not suitable for those who prefer swift ticket triage or supporting simple products. Ashby offers a comprehensive onboarding process, focusing on in-depth product knowledge acquisition during the first 30 days. The company values principled thinking, thoughtful communication, and a strong sense of ownership.

Requirements

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

Responsibilities

• Work directly with customers
• Contribute to projects that improve team workflows
• Curate customer feedback into a weekly digest distributed to the entire company
• Write and improve help documentation
• Automate tasks to save the team time

Benefits

• 10-year exercise window for stock options
• Unlimited PTO with four weeks is recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval