Product Support Specialist

Summary

Join Ashby's EMEA team as a Product Support Specialist, working weekend shifts in exchange for a weekday off. You'll provide world-class support to customers, troubleshooting complex integrations and creating detailed workflow instructions. The role involves collaborating on projects to improve support processes, such as developing workflow automation. Ashby values ownership, principled thinking, and thoughtful communication. Ideal candidates possess experience with complex products, strong problem-solving skills, and a customer-centric approach. The role is remote.

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
• Prioritize ownership in finding solutions for customers. When given a problem, proactively make decisions rooted in principled thinking to solve it
• Have offered B2B support to customers, ranging from Small Business through Enterprise organizations

Responsibilities

• Work directly with customers to troubleshoot complex integrations and provide detailed workflow instructions
• Collaborate on projects to improve support processes, such as developing workflow automation

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