Product Support Engineer (EMEA)

Brief intro

About the role Support Engineering is the technical layer between frontline Support and Engineering.

Key details

• 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
• You won't write the fix; you'll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible
• You'll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements
• 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 a global team. ### What you'll own - Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved. - 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, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement. - Establish EMEA coverage, handoff, and operating practices across European time zones while bringing regional customer patterns to the global Support Engineering team. - Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence. ### You …