Remote Product Support Engineer

Summary

Join Ashby as a Support Engineer and become a central figure in providing exceptional customer experiences. You will diagnose and resolve technical issues, ensuring high customer satisfaction through effective communication and problem-solving. Leverage your expertise in integrations and platforms like Workday to address customer inquiries. Contribute to documentation and enablement strategies, collaborating with Engineering and Support teams to tackle complex issues. This role requires strong technical skills, excellent communication, and a customer-focused approach. You will work closely with the engineering team to improve products and processes.

Requirements

• Possess a strong understanding of software applications, debugging, and problem-solving
• Have experience with diagnosing complex Workday HCM integration challenges
• Demonstrate excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Be detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally
• Show a passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience
• Have the ability to work effectively within a team and independently, with a proactive approach to solving problems
• Be comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly

Responsibilities

• Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers
• Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports
• Leverage in-depth understanding of Workday HCM data structures, integration frameworks, and related technologies to troubleshoot and resolve complex integration issues
• Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes
• Provide exceptional customer service, ensuring clients feel supported and valued
• Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products
• Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base
• Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements
• Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform

Preferred Qualifications

• Obtain a Workday certification for Workday HCM and have strong familiarity with the Workday HCM data model
• Have a strong technical background, particularly in integrations, and enjoy solving complex problems
• Be passionate about helping customers and providing a top-notch support experience
• Have excellent communication skills and can convey technical information clearly to various audiences
• Thrive in a collaborative environment and enjoy working closely with engineering teams
• Be proactive, detail-oriented, and always looking for ways to improve processes

Benefits

• Competitive salary and equity
• 10-year exercise window for stock options
• Unlimited PTO with four weeks 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
• Top-notch health insurance for you and your dependents with all premiums covered by us (US employees)
• 401k match (US employees)