Product Support Specialist - EMEA

Hello! I am Laura, Support Manager at Ashby. I'm excited to share that we're hiring Product Support Specialists in Europe. Please note: we're currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow either a Tuesday-Saturday or Sunday-Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application.

Over the past few years, we've built a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. By joining the team, you'll contribute to delivering that same world class experience.

Responsibilities

In this role, you'll work closely with customers every day. Ashby is a broad and complex product, so you can expect to handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices.

Projects you'll work on

• Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up leveling of the broader Support Team.
• Developing workflow automation allowing for better team cohesion and efficacy.

Qualifications

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.
• You're curious-both when addressing customers and when creating solutions that improve our workflows. You seek the answers beyond what's on the surface.
• You have strong problem solving skills. You're skilled at both defining the scope of a problem and creating a comprehensive solution.
• You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.
• You prioritize ownership in finding solutions for customers. When given a problem, you proactively make decisions rooted in principled thinking to solve it.
• You have offered B2B support to customers, ranging from small business through enterprise organizations.

Not for You

• You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.
• You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit.
• You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area.
• You value in office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self starters!

Benefits

• 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.
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Compensation Range: €45.5K - €76.5K

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.