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AshbyProduct Support Engineer - EMEA
Ashby is hiring a Product Support Engineer to build technical support engineering in EMEA. The role sits between frontline support and product engineering and handles difficult…
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About This Role
Ashby is hiring a Product Support Engineer to build technical support engineering in EMEA. The role sits between frontline support and product engineering and handles difficult cases in areas such as APIs, integrations, permissions, data, reporting and migrations. The posting describes the job as the company's first support engineer covering European time zones. Ashby provides 24/7 coverage by staffing across regions rather than using on-call rotations, and the schedule for…
Job Description
Ashby is hiring a Product Support Engineer to build technical support engineering in EMEA. The role sits between frontline support and product engineering and handles difficult cases in areas such as APIs, integrations, permissions, data, reporting and migrations. The posting describes the job as the company's first support engineer covering European time zones. Ashby provides 24/7 coverage by staffing across regions rather than using on-call rotations, and the schedule for this opening will be discussed during the process.
The engineer investigates problems using application behavior, logs, databases, customer context and the codebase, with tools such as Plain, GitHub and Datadog. The engineer does not write the fix. Instead, the engineer produces well-validated escalations for Engineering that include reproduction steps, supporting evidence, the business effect on customers, and where possible a root-cause hypothesis. Other duties include spotting recurring problems, improving documentation and enablement, establishing EMEA handoff norms, and working with Product and Engineering on product improvements. Success is measured through resolution speed, escalation quality, frontline self-sufficiency and customer confidence.
The ideal candidate has hands-on, customer-centric technical experience and can investigate ambiguous issues that involve APIs, integrations and data. The posting also wants someone who can separate configuration, data and documentation issues from true product defects, write clear investigations and explain findings to both engineers and non-engineers in different time zones. Candidates whose experience is mostly in internal IT, help desk, infrastructure or systems administration, without substantial work on customer-facing SaaS applications, are not the target. The posting does not state a salary range. Benefits listed include unlimited PTO, a $1,200 yearly budget for learning and career development, a single $2,000 allowance for setting up a home office and a company laptop.
Responsibilities
- Take ownership of hard technical cases from intake to resolution or escalation
- Investigate APIs, integrations, logs and data to decide whether Support or Engineering should act
- Build working relationships across Support, Engineering, Product and Customer Success teams and with customers
- Turn recurring problems into documentation, enablement, tooling or process improvements
- Set up EMEA coverage and handoff practices across European time zones
- Track resolution speed, escalation quality and avoidable Engineering escalations
Requirements
- Hands-on, customer-centric technical experience with APIs, integrations, logs and data
- Ability to separate configuration, data, documentation and enablement issues from product defects
- Clear written investigations that others can act on
- Ability to explain things clearly to both engineers and non-engineers in different time zones
- Comfort working through ambiguity with focused questions and evidence
Qualifications
- Experience with customer-facing SaaS applications
- Motivation to create regional structure inside a worldwide team
Core Skills
Benefits
- Unlimited PTO
- Stock options with a ten-year exercise window
- $1,200 yearly budget for learning and career development
- A single $2,000 allowance for setting up a home office
- Company-provided laptop
- Annual company offsite, team offsites and local meetups
- Statutory benefits for international employees, plus supplemental health cover where available
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role located?
The posting is for EMEA coverage, and it does not name a specific office location.
Does the engineer write code fixes?
No. The engineer escalates product defects to Engineering with evidence and does not write the fix.
Is a salary range listed?
The posting does not state a salary range.
How is onboarding structured?
It combines company-wide product training with a support engineering ramp plan, with regular check-ins across the first 90 days.
Sample Interview Questions
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