Product Support Engineer - Americas

Salary: $75,000 - $140,000/year
Location: 100% remote, US only

About the role

Hello! I’m Allie, Head of Support at Ashby. We’re hiring a Product Support Engineer in the Americas (AMER) to expand our global Support team and provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of three and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; the specific schedule for this opening will be discussed during the hiring process.

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. While you won’t write the fix, you’ll provide Engineering with well-validated escalations including reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible.

As a Support Engineer in AMER, you’ll work alongside three other Support Engineers in the region, help shape operating practices and handoff norms, and bring AMER customer patterns to the global team.

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 L3 investigations and ensure Engineering receives clear, actionable, well-validated defects.
• 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 key outcomes: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

Requirements

• You’ve worked at an L3 technical-support level, or in a similarly hands-on customer-facing technical role, and enjoy owning ambiguous problems through to a defensible conclusion.
• 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 an L2, high-volume support role with predefined troubleshooting steps.
• 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-facing 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’re uncomfortable documenting uncertainty, asking precise questions, or making evidence-based decisions when the answer is not obvious.
• 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.

About Go To Market

We view our Support team as an extension of the product itself, ensuring an optimal customer experience across all market segments. Key aspects of working with us include:

• Building best-in-class products to make selling easier.
• Delivering a best-in-class customer experience with deep expertise in every interaction.
• Valuing small, talented teams with a strong sense of ownership, principled thinking, and thoughtful communication.
• Prioritizing the right communication channels and fostering a culture of ownership and improvement.

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

• 10-year exercise window for stock options—no pressure to purchase if you leave Ashby.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US (with plans to expand to other countries).
• $1,200 annual learning and professional-development budget.
• 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.

Skills

• Support
• Debugging
• Integration
• APIs
• B2B SaaS
• Technical Support
• Datadog