Ashby
Product Support Specialist- Australia
Vaga remota de Customer Support com fit claro de localização do candidato.
Publicada20 de fev. de 2026
Países elegíveis19 países aceitos
Sinal de senioridadeNível aberto
Modelo de trabalhoRemoto
Locais aceitos para candidatos
Resumo da vaga
Product Support Specialist- Australia
Requisitos e responsabilidades
Conteúdo da vaga extraído em seções para revisão mais rápida.
Details
- 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.
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 can explain the same issue differently depending on the audience, while staying clear and direct.
- 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 delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.
- 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; 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.
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 strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.
Interview Process
- Intro Call with Recruiting - 30 Minutes
- Take Home Assessment - 1 week to complete
- Hiring Manager Interview - 45-60 Minutes
- Final Round Interview - 90 Minutes
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 with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Generous paid family leave.
- 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.
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