Product Support Engineer - NAMER

Hello!

I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER.

We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process.

NOT SURE WHICH SUPPORT ROLE IS RIGHT FOR YOU?

We’re hiring for both Product Support Specialist and Product Support Engineer roles.

• Support Specialist owns cases and customer communication end-to-end. Troubleshoots complex issues by navigating internal tooling — audit logs, user experience testing, and API testing — to help customers reach successful outcomes.

• Support Engineering serves as the escalation point between Support Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don't require product code changes.

Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review.

About the role

Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and

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