Product Support Engineer- Americas

Requisitos y responsabilidades

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Details

Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports.
Expertise in Integrations: Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes.
Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued.
Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.
Technical Expertise: Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally.
Customer-Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.
Team Collaboration: Ability to work effectively within a team and independently, with a proactive approach to solving problems.
Adaptability: Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.
You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
You are passionate about helping customers and providing a top-notch support experience.
You have excellent communication skills and can convey technical information clearly to various audiences.
You thrive in a collaborative environment and enjoy working closely with engineering teams.
You are proactive, detail-oriented, and always looking for ways to improve processes.
You do not have a strong technical background or experience in technical troubleshooting.
You are not comfortable with asynchronous collaboration or communicating in a thoughtful way with Customers, Support Team Members, or Engineers.
You are not comfortable communicating with customers or explaining technical concepts in simple terms.
You are not adaptable to changing environments and new technologies.
You do not have a passion for customer-facing interactions and providing a great customer experience.
You value in-office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self-starters!

About Go To Market

We spend a lot of time building best-in-class products, since we believe a highly differentiated product is easier to sell.
We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers (we hope our 9.8 Support rating on G2 signals this).

About Go To Market

We strongly believe that small teams with very talented people and the right work environment deliver much high performance and we're built accordingly.

Interview Process

Intro Call with Recruiting - 30 Minutes
Take Home Assessment - 1 week to complete
Hiring Manager Interview - 45-60 Minutes
Virtual Onsite - 120 Minutes

Benefits

Competitive salary and equity.
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 with four weeks recommended per year.
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. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval.
If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.

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