[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 Engineer – EMEA 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[EMEA](https://jobicy.com/job-region/emea.md)SalaryGBP 85k–104k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished9 Oct 2026Apply before8 Nov 2026Listing views21Application actions0Application 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 its first EMEA Product Support Engineer to provide technical escalation support between frontline Support and Product Engineering. The role investigates complex SaaS issues involving APIs, integrations, permissions, logs, databases, migrations, reporting, and workflows, then delivers well-validated escalations rather than writing production fixes. This person will establish EMEA support coverage and handoff practices while collaborating closely with Support, Engineering, Product, Customer Success, and customers. Success is measured through resolution speed, escalation quality, frontline enablement, reduced customer effort, and fewer avoidable engineering escalations. ## 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 insightThe position requires independent, end-to-end diagnosis of ambiguous technical issues across multiple systems and the ability to separate configuration or data problems from genuine product defects. It also carries founding regional ownership and demands precise communication with both technical and non-technical stakeholders. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job medianHighly competitive£94,500UK market range£70k–£100k0£110k AI insightThe disclosed yearly salary range is £85,000–£104,000, with a midpoint of £94,500. This is competitive for a senior-level SaaS technical support or support engineering role in the UK market; a typical UK market range is estimated at £70,000–£100,000 annually, varying by technical depth, company stage, and location. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical Support Engineering](https://jobicy.com/jobs?search_keywords=Technical%20Support%20Engineering.md)[SaaS Support](https://jobicy.com/jobs?search_keywords=SaaS%20Support.md)[API Troubleshooting](https://jobicy.com/jobs?search_keywords=API%20Troubleshooting.md)[Integrations](https://jobicy.com/jobs?search_keywords=Integrations.md)[Database Investigation](https://jobicy.com/jobs?search_keywords=Database%20Investigation.md)[Log Analysis](https://jobicy.com/jobs?search_keywords=Log%20Analysis.md)[Data Migration](https://jobicy.com/jobs?search_keywords=Data%20Migration.md)[Issue Escalation](https://jobicy.com/jobs?search_keywords=Issue%20Escalation.md)[Customer Communication](https://jobicy.com/jobs?search_keywords=Customer%20Communication.md)[Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-Functional%20Collaboration.md) Sample interview questionsHow would you investigate a customer report that an ATS integration is failing intermittently?I would first define the failure scope, affected customers, timestamps, expected versus actual behavior, and any recent configuration changes. I would inspect integration logs, API requests and responses, authentication status, retry behavior, data mappings, and related application events. I would then reproduce the issue where possible, identify whether it is configuration, data, third-party, or product behavior, and document evidence, customer impact, and recommended next steps. How do you decide whether an issue should be resolved by Support or escalated to Engineering? I verify the expected product behavior and test whether configuration, permissions, data quality, documented workflows, or known workarounds resolve the problem. If evidence indicates a reproducible mismatch between intended and actual product behavior that cannot be corrected through supported configuration or data changes, I escalate it. The escalation should include reproduction steps, logs, examples, scope, impact, and a root-cause hypothesis. Describe how you would write an effective engineering escalation for a suspected product defect. I would make the escalation concise but complete: customer impact and urgency, environment and account details, expected and actual behavior, exact reproduction steps, relevant timestamps, request IDs, logs, screenshots or payloads, and troubleshooting already completed. I would clearly distinguish observed facts from hypotheses. This enables Engineering to validate the issue quickly without repeating discovery work. How would you identify and address recurring support issues across the EMEA customer base? I would review case trends, escalation categories, resolution times, customer feedback, and repeated technical patterns across accounts. After validating the underlying causes, I would prioritize the highest-impact opportunities and partner with Support, Product, and Engineering on documentation, training, tooling, workflow changes, or product improvements. I would measure results through reduced ticket volume, improved resolution time, and fewer avoidable escalations. How do you communicate a complex technical finding to both a customer and an engineering team? I tailor the level of detail to the audience while keeping the facts consistent. For customers, I explain the impact, current status, workaround if available, and next steps in clear language without unnecessary internal detail. For Engineering, I provide technical evidence, reproducible behavior, scope, and diagnostic reasoning so the team can act efficiently. Opportunity details ## About this role. ### Hello! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in EMEA 🎉 We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a global team while establishing the technical Support Engineering presence in EMEA, with the ownership and visibility that come from being its first Support Engineer across European time zones. 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 workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect. You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As Ashby’s first Support Engineer in EMEA, you’ll establish regional operating practices and handoff norms across European time zones while bringing EMEA customer patterns to a global team. ### What you’ll own * 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. * Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues. * Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers. * Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback. * Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement. * Establish EMEA coverage, handoff, and operating practices across European time zones while bringing regional customer patterns to the global Support Engineering team. * Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence. ### You should apply if: * You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior. * You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes. * You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly. * You write precise investigations that others can quickly understand and act on, and 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. * You want to be the first technical owner for EMEA and are energized by building regional structure within a global team. ### You should not apply if: * You’re looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership. * Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting. * You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself. * You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes. * You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions. * You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works. ### About Ashby Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at [ashbyhq.com](https://www.ashbyhq.com/). ### 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 and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership. * Intro call with Recruiting — 30 min * Take-home assessment — 5 days to complete * Hiring Manager interview — 45–60 min * Virtual onsite — 120 min Meet the team — 30 min * Technical & integration skills — 45 min * CS and Support leadership — 30 min * Closing questions — 15 min ### Onboarding Your onboarding will combine Ashby-wide product and company training with a Support Engineering-specific ramp plan. You’ll learn the product and support workflow, get familiar with the tools and systems used for technical investigations, and build relationships across Support, Product, and Engineering. With support from your manager and onboarding buddy, you’ll take on increasingly complex investigations as you build context, with regular check-ins throughout your first 90 days. ### Benefits Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. * 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. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 * A $1,200 annual learning and professional-development budget. * A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. * Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. * Extended health benefits for you and your dependents (subject to availability with our Employer of Record) 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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