Product Support Specialist - Australia

About Ashby

We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. We are well funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. Following our Series D in 2025, we’re continuing to grow ARR at more than 100% year over year, serving over 4,000 customers, including industry leaders like Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier.

The Role

We are hiring a Product Support Specialist in the APAC region, specifically in Australia. 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.

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. You’ll also spend time on projects that make our support operations better, such as synthesizing technical work from Engineering for team enablement or developing workflow automations.

You should apply if:

• You are already comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly.
• You can explain technical issues concisely, you think systematically, and operate with strong ownership in asynchronous environments.
• You’re curious—both when addressing customers and when creating solutions that improve our workflows.
• You delight customers with keen attention to detail, thorough responses, and empathy.
• You can balance investigation, customer communication, and escalation quality in a fast-moving environment.
• You've done B2B support across company sizes, from SMB to enterprise.

You should not apply if:

• Your recent experience is primarily customer success management, account management, or customer onboarding.
• You're more drawn to coordination, enablement, or team leadership than spending your days deep in tickets.
• You avoid getting in the weeds of solving technical problems.
• You prefer to triage tickets swiftly by tagging in Engineering early on without attempting comprehensive solutions.
• You prefer to support a product with a small surface area rather than a rapidly evolving, complex product.

Interview Process

• Intro Call with Recruiting: 30 Minutes
• Take Home Assessment: 1 week to complete
• Hiring Manager Interview: 45 Minutes
• Skills Fit Interview: 45 Minutes
• Team Insights Interview + Hiring Manager Closing Questions: 30 Minutes

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Generous paid family leave.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with conference coverage.