[All remote jobs](https://jobicy.com/jobs.md)[![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png)](https://jobicy.com/company/ashby.md)[Ashby](https://jobicy.com/company/ashby.md) # Product Support Specialist – APAC Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/ashby.md)ShareRemote from[APAC](https://jobicy.com/job-region/apac.md)SalarySGD 80k–96k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished8 Oct 2026Apply before7 Nov 2026Listing views63Application actions5Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Ashby is hiring a Product Support Specialist to provide deeply technical B2B SaaS support for its enterprise recruiting platform. The role owns complex cases from initial report through resolution, including configuration investigation, ambiguous-issue reproduction, customer communication, and high-quality escalation. The specialist will also improve support workflows, automation, and technical enablement while working a day shift that includes one weekend day. Candidates need strong asynchronous communication, customer empathy, systematic troubleshooting ability, and experience supporting both SMB and enterprise customers. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a technically demanding support role for a broad, rapidly evolving SaaS product, requiring end-to-end ownership of ambiguous and sophisticated issues. Success depends on balancing rigorous investigation with precise, empathetic customer communication in a fast-moving environment. ## Salary analysis Estimated compensation compared with the broader SGD market for similar roles. Estimated job medianHighly competitiveSGD88,000SGD market rangeSGD60k–SGD95k0SGD105k AI insightThe disclosed annual salary range is SGD 80,000–96,000, with a midpoint of SGD 88,000. This sits toward the upper end of an estimated Singaporean market range of SGD 60,000–95,000 for a technical B2B SaaS Product Support Specialist, reflecting the role's complex troubleshooting, enterprise support exposure, and high ownership expectations. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical SaaS Support](https://jobicy.com/jobs?search_keywords=Technical%20SaaS%20Support.md)[B2B Customer Support](https://jobicy.com/jobs?search_keywords=B2B%20Customer%20Support.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[SaaS Integrations](https://jobicy.com/jobs?search_keywords=SaaS%20Integrations.md)[Issue Reproduction](https://jobicy.com/jobs?search_keywords=Issue%20Reproduction.md)[Customer Communication](https://jobicy.com/jobs?search_keywords=Customer%20Communication.md)[Ticket Ownership](https://jobicy.com/jobs?search_keywords=Ticket%20Ownership.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Workflow Automation](https://jobicy.com/jobs?search_keywords=Workflow%20Automation.md)[Enterprise Support](https://jobicy.com/jobs?search_keywords=Enterprise%20Support.md) Sample interview questionsHow would you investigate a customer report that a workflow is behaving inconsistently?I would first clarify the expected and observed outcomes, collect timestamps, affected records, configuration details, and reproduction steps, then attempt to reproduce the behavior in a controlled environment. I would isolate likely causes such as permissions, configuration, integrations, or data conditions, communicate progress clearly, and escalate with concise evidence only after completing a thorough investigation. Describe how you tailor a technical explanation for different audiences. For an administrator, I provide the technical cause, relevant settings, and exact remediation steps. For an end user, I focus on the immediate impact and a simple action plan. For engineering, I document reproducible steps, expected versus actual behavior, logs or examples, scope, and suspected conditions so the issue can be assessed efficiently. How do you balance fast responses with solving difficult tickets comprehensively? I acknowledge the customer promptly, set a clear expectation for the next update, and begin structured investigation immediately. I prioritize based on business impact and urgency, provide meaningful progress updates, and avoid prematurely escalating or closing a case until I have tested the most plausible causes and documented my findings. What makes an escalation to Engineering high quality? A strong escalation includes a concise problem statement, customer impact, exact reproduction steps, expected and actual results, relevant account or object identifiers, timestamps, troubleshooting already completed, and supporting evidence. It should enable Engineering to begin diagnosis without repeating basic discovery work. Tell us about a support-process improvement you would consider implementing. I would review recurring ticket themes and identify where clearer self-service guidance, internal troubleshooting playbooks, macros, or workflow automation could reduce resolution time without lowering quality. I would validate the opportunity with ticket data, pilot the improvement, collect feedback from the team, and measure its effect on resolution quality and customer experience. Opportunity details ## About this role. We’re excited to share that we’re hiring Product Support Specialists in the APAC region 🎉. Please note: we’re currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application. This position will cover a day shift. 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/](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](https://www.ashbyhq.com/blog/culture/ashbys-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 😅 * Generous paid family leave. * 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. 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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