About this role.
Ashby is hiring a full-time Product Support Specialist to provide highly technical B2B SaaS support for customers across the Americas. The role requires end-to-end ownership of complex tickets, including troubleshooting integrations, isolating configuration problems, reproducing ambiguous behavior, and delivering clear customer communication. The specialist will also improve support operations through technical enablement and workflow automation projects. Success depends on deep product learning, empathy, precise asynchronous communication, and sound escalation judgment in a fast-moving environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first gather precise examples, timestamps, affected records, expected versus actual behavior, recent configuration changes, and relevant logs or request IDs. I would then attempt to reproduce the issue in a controlled environment, isolate variables such as permissions, field mappings, API behavior, and timing, and keep the customer informed with concise status updates. If Engineering involvement is needed, I would provide a complete escalation package with evidence, scope, reproduction steps, and my investigation results.
For an administrator, I would explain the underlying cause, affected settings, dependencies, and exact remediation steps. For a nontechnical user, I would lead with the impact and a plain-language action they can take, avoiding jargon while confirming what will happen next. In both cases, I would make the response structured, accurate, and easy to follow.
After noticing a recurring issue pattern, I would quantify the volume and identify its root cause through ticket review. I would then create a durable solution such as a troubleshooting guide, macro, automation, product feedback proposal, or internal enablement session, and measure whether it reduced repeat contacts or resolution time. This approach improves the customer experience while making the team more effective.
I would escalate after completing an appropriate investigation and determining that the issue is likely a product defect, requires code-level access, presents material customer impact, or has a security or data-integrity concern. Before escalating, I would verify configuration and known behavior, capture evidence, assess urgency and scope, and document the customer impact. The goal is not to avoid escalation, but to make each escalation actionable and high quality.
I would prioritize based on severity, business impact, number of users affected, contractual or operational urgency, and whether a workaround exists. I would acknowledge customers promptly, set realistic expectations, and separate quick resolutions from deeper investigations while ensuring critical incidents receive immediate attention. I would also revisit priorities as new information emerges and communicate clearly when timelines change.
Hello! We’re Jason and Charlie, Support Managers at Ashby. We’re excited to share that we’re hiring Product Support Specialists in North America.
Over the past few years, we’ve built a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. By joining the team, you’ll contribute to delivering that same world-class experience.
In this role, you’ll work closely with customers every day. Ashby is a broad and complex product, so you can expect to handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices.
You’ll also spend time on projects that make the work we do better. Past projects our team has taken on include:
Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team.
Developing workflow automation allowing for better team cohesion and efficacy.
As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication. These and other values, which we’ll explore more deeply during the interview process, guide how we work.
You should apply if:
You are already comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly
You can explain technical issues concisely, you think systematically, and operate with strong ownership in asynchronous environments. You can explain the same issue differently depending on the audience, while staying clear and direct.
You’re curious—both when addressing customers and when creating solutions that improve our workflows. You seek the answers beyond what’s on the surface.
You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.
You can balance investigation, customer communication, and escalation quality in a fast-moving environment.
You’ve done B2B support across company sizes, from SMB to enterprise.
You should not apply if:
Your recent experience is primarily customer success management, account management, or customer onboarding
You’re more drawn to coordination, enablement, or team leadership than spending your days deep in tickets.
You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.
You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit.
You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area.
About Ashby
We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://www.ashbyhq.com/
We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. Following our Series D in 2025, we’re continuing to grow ARR at more than 100% year over year, serving over 4,000 customers, including industry leaders like Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers. We’ll share more details once we meet. In short, it’s the perfect time to join! 🚀
About Go To Market
We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:
We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.
We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.
We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.
We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) – we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.
Interview Process
Our interview process is thorough—we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:
Intro Call with Recruiting – 30 Minutes
Take Home Assessment – 1 week to complete
Hiring Manager Interview – 45 Minutes
Skills Fit Interview – 45 Minutes
Team Insights Interview + Hiring Manager Closing Questions – 30 Minutes
Throughout our interview process, you will be evaluated on both technical reasoning and communication precision.
Onboarding Process
Ashby is a highly complex product, and we invest a lot of time in ensuring our support team members are experts on the platform. Your first 30 days will focus primarily on onboarding and learning the product. With support and guidance, you’ll begin taking tickets in week one, so you can start getting to know our customers, our processes, and begin making an impact right away. All while continuing to build confidence and depth in the platform.
Benefits
10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval.
If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.
Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.
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