Product Support Engineer

About the role

I am Allie, Head of Support at Ashby, and I am excited to share that we are hiring our first Product Support Engineer in EMEA. This role represents a significant milestone as we expand our global Support team to provide 24/7 coverage across time zones. You will join a growing global team while establishing the technical Support Engineering presence across European time zones with the ownership and visibility that comes from being the first in this region. We staff across regions rather than relying on on-call rotations, and we will discuss the specific schedule for this opening during the hiring process. The position is ideal for someone who thrives in a hands-on, investigative environment where technical acumen directly impacts product reliability and customer trust.

Key facts

What you'll do

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 consistently high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues with reproduction steps and relevant evidence. You will build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers to foster collaboration and shared problem-solving. You will identify recurring problems and translate them into documentation, enablement, tooling, process improvements, or product feedback that benefits the entire organization. You will partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and providing the technical context needed to choose the right solution path. You will establish EMEA coverage, handoff, and operating practices across European time zones while bringing regional customer patterns and insights to the global Support Engineering team. You will 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 over time.

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 efficiently. 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 stakeholders. You write precise investigations 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 that prevents future friction. You want to be the first technical owner for EMEA and are energized by building regional structure, processes, and knowledge-sharing practices within a global team. You understand that this role requires flexibility in scheduling to support global coverage, and you are willing to collaborate on a schedule that meets the needs of the business. You are committed to maintaining customer trust by delivering thorough, transparent, and timely updates throughout the investigation and resolution lifecycle.

Nice to have

Experience working with version control systems like Git and understanding how code changes can affect product behavior in production environments. Familiarity with database concepts and the ability to read schema information to trace how customer data flows through queries. Exposure to monitoring and observability tools such as Datadog or similar platforms that help correlate customer issues with system performance. Knowledge of customer support platforms such as Plain that enable structured case management and clear audit trails. Experience collaborating closely with Product teams to turn recurring support insights into roadmap priorities and improvements. Comfort working in asynchronous, cross-time-zone environments while maintaining clarity and alignment through documentation and concise communication.

Practical notes

This role is based in the United Kingdom and requires the ability to work within European business hours to ensure effective coverage and collaboration. Applicants should be prepared to discuss their scheduling preferences and flexibility during the hiring process. Travel is not required for this role, and remote work within the UK is expected. Candidates must be eligible to work in the United Kingdom under current immigration rules, and visa sponsorship is not available for this position.