Product Support Engineer

About the role

I am Allie, Head of Support at Ashby, and I am excited to share that we are hiring a Product Support Engineer in AMER. We are expanding our global Support team to provide 24/7 coverage across time zones, and you will join a growing AMER Support Engineering team of four to contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations, and we will discuss the specific schedule for this opening during the process. You will own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved. You will set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues with reproduction steps and root-cause hypotheses. You will build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers while identifying recurring problems and turning them into documentation, enablement, tooling, process improvements, or product feedback. As a Support Engineer in AMER, you will work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team that spans multiple regions.

Key facts

What you'll do

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible.
• Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers across multiple time zones to ensure smooth escalation paths and shared context.
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback that reduces future escalations.
• Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
• Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns and insights to the global Support Engineering team for broader awareness.
• Track and improve the outcomes that matter, including resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence through measurable indicators.
• Navigate internal tooling such as audit logs, user experience testing, and API testing to help customers reach successful outcomes without requiring product code changes.
• Escalate issues to the appropriate Engineering owners with well-structured context, including relevant logs, database queries, and observed behavior, to accelerate resolution.
• Improve self-service and knowledge resources by identifying gaps in existing documentation and creating clear, actionable guides for Support Specialists and customers.
• Coordinate with Customer Success to align on at-risk accounts, ensuring that technical risk is surfaced early and appropriate support coverage is in place.
• Use monitoring and observability tools such as Datadog to correlate incidents, understand impact, and communicate status to internal and external stakeholders during complex investigations.

Requirements

• You have worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
• You are comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes without needing constant direction.
• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect and explain your reasoning clearly to both technical and non-technical audiences.
• You write precise investigations and documentation that others can quickly understand and act on, and you communicate thoughtfully with technical and non-technical audiences across time zones.
• You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design, demonstrating ownership even in ambiguous situations.
• You are excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works across regions.
• You have experience working with version control systems, reading code to understand integration points, and collaborating effectively with Engineering teams.
• You are comfortable prioritizing multiple competing demands while maintaining quality, documenting your work, and keeping stakeholders informed of progress and roadblocks.

Nice to have

• Experience with common customer support platforms and ticketing systems such as Zendesk, Intercom, or similar tools.
• Familiarity with monitoring and observability tools like Datadog, and experience correlating logs, metrics, and traces during incident investigations.
• Background in API design, integration patterns, or database querying that helps you navigate technical investigations more quickly.
• Previous work in a distributed team where you collaborated across time zones and contributed to process improvements.
• Experience contributing to internal documentation, knowledge bases, or enablement resources that support frontline teams.

Practical notes

This role is fully remote within the United States. We staff across regions rather than relying on on-call rotations, and we will discuss the specific schedule for this opening during the process. There are no specific travel requirements, visa sponsorship is not indicated at this time, and there are no published deadlines for this posting on the page you provided.