Product Support Engineer

About the role

This role is for an individual who thrives on deep technical investigation and problem-solving within a customer-facing environment. You will act as a critical bridge between our customers and our engineering teams, dissecting complex issues to ensure product excellence.

Key facts

What you'll do

Investigate and resolve intricate technical challenges related to integrations, APIs, permissions, data, reporting, migrations, and workflows.

Provide detailed, well-supported escalations to the engineering team, including reproduction steps and root-cause hypotheses.

Identify patterns in recurring customer issues and contribute to improvements in documentation, enablement resources, and product features.

Collaborate with Product and Engineering teams to translate customer feedback and technical findings into actionable product enhancements.

Help define and refine operational practices for the regional Support Engineering team, contributing to AMER customer insights for the global team.

Requirements

Experience in a Level 3 technical support capacity or a similar hands-on, customer-facing technical role, with a proven ability to see ambiguous problems through to resolution.

Comfortable analyzing information from various sources, including customer interactions, APIs, logs, databases, and product behavior.

Ability to clearly differentiate between configuration, data, documentation, or enablement issues and genuine product defects, and articulate the reasoning.

Skilled in crafting precise, understandable investigations and communicating effectively with both technical and non-technical stakeholders across different time zones.

A proactive approach to improving systems and processes through documentation, training materials, tooling, or process design.

Eagerness to contribute to an established regional Support Engineering team and influence team-wide operational improvements.

Nice to have

Experience with SaaS applications, APIs, log analysis, and data-driven troubleshooting is highly valued.

Skills & tools

Plain

GitHub

Datadog

Databases

Codebase

Practical notes

This role is based in the US and is a full-time position. Ashby offers a 10-year exercise window for stock options, unlimited Paid Time Off (with a recommended minimum of four weeks annually), twelve weeks of fully paid family leave in the US, a $1,200 annual professional development budget, and a $2,000 home-office setup budget. Extended health benefits are available for employees and their dependents. The company also facilitates opportunities for team connection through annual offsites, team events, and virtual gatherings. Ashby is an equal opportunity employer committed to diversity and inclusion.