Product Support Engineer - Americas

We need to output HTML fragment with sections: About the role, Responsibilities (maybe "What You’ll Own"), Requirements/Qualifications (maybe "You Should Apply If" and "You Should Not Apply If"? Actually those are more like qualifications and disqualifiers. Could treat as Requirements. Also Benefits, Pay (Compensation Range), Schedule (maybe mention schedule discussed during process). Also maybe "About Ashby" and "About Go To Market" but those are not required sections; we can include if they have substantive content. The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. Prefer a few substantive sections over many thin ones. So we need to decide which sections to include. We have content: About The Role (described). What You’ll Own (list of duties). You Should Apply If (qualifications). You Should Not Apply If (disqualifiers). About Ashby (company description). About Go To Market (values). Benefits (details). Compensation Range (pay). Schedule (they say "We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process." That's not a specific schedule, but it's mention of schedule. It's not placeholder like "TBD"? It's saying they'll discuss schedule during process. That's still somewhat vague but it's actual content about schedule. Could include Schedule section with that sentence. We should not include sections like "Qualifications" separate if we already have You Should Apply If. Could combine Requirements and Qualifications into one section maybe "Requirements". But we have both positive and negative criteria. Could put them under "Requirements" with two lists: "You should apply if..." and "You should not apply if...". Or separate sections: "Qualifications" and "Disqualifiers"? The instruction: prefer few substantive sections over many thin ones. So maybe combine into one "Requirements" section containing both lists. We also have "About the role" section heading. Then "What You’ll Own" could be Responsibilities. Then "You Should Apply If / You Should Not Apply If" could be Requirements. Then "Benefits". Then "Pay". Then "Schedule". Also maybe "About Ashby" and "About Go To Market" could be combined into "About the Company". But we have separate sections: About Ashby and About Go To Market. Could combine into "About Ashby". But we need to preserve all substantive information; we can include both as subsections? But we cannot add extra headings not in allowed list? The allowed headings list includes: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should stick to those headings. Not allowed to add other headings like About Ashby. So we must fold that content into existing sections, maybe under About the role or Responsibilities? But About Ashby is company description; could be placed under About the role? Not ideal but we can include as a paragraph under About the role? The instruction: "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." It doesn't forbid adding other headings beyond the list, but says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies we should use those headings for sections. It doesn't explicitly forbid other headings, but to be safe, we should stick to those. Thus we need to map content: - About the role: we have "About The Role" paragraph. Also we could include "About Ashby" and "About Go To Market" as part of About the role? Might be okay to include them there as extra paragraphs. - Responsibilities: "What You’ll Own" list. - Requirements: combine "You Should Apply If" and "You Should Not Apply If". Could also include skills? Not needed. - Benefits: Benefits paragraph. - Pay: Compensation Range. - Schedule: schedule discussion. We should not include Skills section if no specific skills list. We need to output only HTML fragment, no markdown. We'll produce:

About the role

... (including About The Role paragraph, plus About Ashby and About Go To Market paragraphs)

Responsibilities

• 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.
• Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing 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.

Requirements

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’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works.

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.

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 with four weeks 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. 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. Extended health benefits for you and your dependents (subject to availability with our Employer of Record). Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

Pay

Compensation Range: $75K - $140K

Schedule

We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process.

We need to ensure we didn't include any boilerplate like EEO, interview process, onboarding, etc. We removed those. Also removed "About Ashby" and "About Go To Market" as separate sections; we folded them into About the role paragraph. We need to include the About The Role paragraph content. Let's capture it: "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 a Support Engineer in AMER, you’ll work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team." We'll put that in About the role paragraph. We also need to include About Ashby and About Go To Market content. Let's capture: 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." 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." We can combine them into About the role paragraph after the role description. Thus About the role paragraph will contain multiple sentences. Now ensure we didn't