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Ashby is hiring its first Product Support Engineer for EMEA to expand global 24/7 support coverage across European time zones. This is a technical escalation role sitting between frontline Support Specialists and Product Engineering.
You'll own complex technical investigations involving integrations, APIs, permissions, data, reporting, migrations, and workflows. Using tools like Plain, GitHub, Datadog, databases, and the codebase, you'll diagnose whether issues can be resolved through Support or represent product defects. You won't write fixes yourself; instead, you'll provide Engineering with well-validated escalations including reproduction steps, evidence, customer impact, and root-cause hypotheses.
Key responsibilities include: investigating issues end-to-end across APIs, logs, data, and configuration; setting high standards for technical investigations; building trusted relationships with Support, Engineering, Product, and Customer Success teams; identifying recurring problems and turning them into documentation, enablement, or process improvements; partnering with Product and Engineering on product improvements based on customer patterns; and establishing EMEA coverage, handoff, and operating practices across European time zones.
You should have hands-on experience in customer-centric technical roles involving APIs, integrations, logs, and application behavior investigation. You're comfortable moving between customer conversations and code-level context to find root causes. You can distinguish configuration, data, documentation, or enablement issues from true product defects and explain your reasoning clearly. You write precise investigations others can quickly understand and communicate thoughtfully across time zones and technical/non-technical audiences. You naturally look beyond immediate tickets to improve surrounding systems.
This is not a high-volume support role with predefined troubleshooting steps. It's not suited for those with primarily internal IT, help desk, infrastructure, or systems administration backgrounds without extensive SaaS/API/data troubleshooting experience. You should be comfortable with ambiguity, evidence-based decision-making, and regional operating ownership within a global team.
Ashby raised $50M in Series D (July 2025) and supports nearly 5,000 customers including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. The company builds hiring process software for talent leaders, recruiters, and hiring managers.
