Ashby provides an integrated recruiting platform combining applicant tracking, sourcing, scheduling, analytics and AI-powered tools for candidate search, outreach personalization, interview summarization, workflows, and reporting.
HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring our first 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. - The Specialist role focuses on helping customers navigate the product and reach successful outcomes. - The Engineer role focuses on technical investigation, debugging complex behavior, and understanding how systems work. 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 L3 investigations and make sure 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. - 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 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 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 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. 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 i