Product Support Engineer - EMEA
Job description
A Product Support Engineer role at Ashby serving as the technical escalation layer between frontline Support and Product Engineering, investigating complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows. The role also establishes the technical Support Engineering presence in EMEA within a global team.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · EMEA
What you'll do
- 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 outcomes such as resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.
- Own integrations, support data mapping and data migrations for customers, and resolve escalated tickets that don't require product code changes.
What we're looking for
- Worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
- Comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
- Can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain the reasoning clearly.
- Write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones.
- Naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design.
- Want to be an early technical owner for EMEA and are energized by building regional structure within a global team.
Your team
Support Engineering
The technical layer between frontline Support and Engineering, part of the global Support team within Go To Market.
Benefits
A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.
- International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.
- 10-year exercise window for stock options.
- Unlimited PTO.
- A $1,200 annual learning and professional-development budget.
- Extended health benefits for you and your dependents (subject to availability with our Employer of Record).
How to get hired
- 1Intro call with Recruiting — 30 min
- 2Take-home assessment — 5 days to complete
- 3Hiring Manager interview — 45–60 min
- 4Virtual onsite — 120 min
- 5Meet the team — 30 min
- 6Technical & integration skills — 45 min
- 7CS and Support leadership — 30 min
- 8Closing questions — 15 min
Apply
About Ashby
Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better.
Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We're growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries.
Key facts
- roughly 300 people
- Recruiting software
- Raised a $50M Series D in July 2025
- Supports nearly 5,000 customers
- Growing much faster than 100% year over year
- Team of roughly 300 people across 22+ countries
Partners & customers
What they value
- Strong sense of ownership
- Principled thinking over experience
- Thoughtful communication