Product Support Engineer - EMEA

About the Role

Support Engineering is the technical layer between frontline Support and Engineering at Ashby. 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. Rather than writing code fixes, you’ll provide Engineering with well-validated escalations including reproduction steps, relevant evidence, customer impact, and root-cause hypotheses. 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 our global team.

What You’ll Own

• Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows.
• 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 and validating defects.
• Establish EMEA coverage, handoff, and operating practices across European time zones.
• Track and improve key outcomes: resolution speed, escalation quality, frontline self-sufficiency, and reduced customer effort.

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, communicating thoughtfully with both technical and non-technical audiences.
• You naturally look beyond the immediate ticket to improve surrounding systems through documentation, 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 are looking primarily for a high-volume support role centered on predefined troubleshooting steps rather than open-ended technical investigation.
• Most of your experience is in internal IT, help desk, hardware, network infrastructure, or sysadmin work rather than customer-facing SaaS applications and APIs.
• You prefer to pass difficult issues to another team rather than investigate, reproduce, and explain them yourself.
• You are looking for a role focused on writing production code (this role diagnoses and escalates bugs without owning code changes).
• You prefer clear-cut problems over navigating ambiguity with careful documentation and evidence-based decisions.

Benefits

• 10-year exercise window for stock options
• Unlimited PTO
• $1,200 annual learning and professional development budget
• One-time $2,000 home-office setup budget, plus a company-provided laptop
• Extended health benefits for you and your dependents (subject to regional availability)
• Team offsites, annual company offsites, and virtual events

Interview Process

• Intro call with Recruiting: 30 min
• Take-home assessment: 5 days to complete
• Hiring Manager interview: 45–60 min
• Virtual onsite (120 min):
  • Meet the team (30 min)
  • Technical & integration skills (45 min)
  • CS and Support leadership (30 min)
  • Closing questions (15 min)