Product Support Specialist (APAC Region)

Salary: $30K - $75K Location Type: Remote Employment Type: Full-Time

Position Overview

Ashby is seeking a Product Support Specialist to join our team and provide world-class support to our customers in the APAC region, specifically in Singapore and the Philippines. This role involves working directly with customers, troubleshooting complex integration issues, and providing detailed workflow instructions. You will also contribute to projects aimed at improving our support processes and team capabilities.

About the Role

• Customer Interaction: Spend significant time working directly with customers to resolve issues and provide guidance.
• Technical Troubleshooting: Address tickets requiring complex integration troubleshooting.
• Workflow Guidance: Provide customers with detailed workflow instructions.
• Project Contributions: Participate in projects to enhance support operations, such as synthesizing technical information for team enablement and developing workflow automation.
• Global Support: Extend world-class support to customers based in Europe and Asia.

Shift Schedule

• Weekend Coverage: This role requires covering weekend shifts, with a weekday off in exchange.
• Available Shifts: Wednesday through Sunday, or Saturday through Thursday.
• Flexibility: Occasional schedule changes may be required to accommodate holidays, coverage gaps, or business demands.
• Preference: You may indicate your preferred working hours during the application process.

About You

You Should Apply If:

• You have experience with and are excited to learn the intricacies of a complex and rapidly evolving product.
• You are curious and driven to find answers beyond the surface level, both in customer interactions and solution creation.
• You possess strong problem-solving skills, adept at defining problem scope and creating comprehensive solutions.
• You delight customers with keen attention to detail, thorough and clear responses, and empathy.
• You prioritize ownership and proactively make principled decisions to solve customer problems.
• You have experience providing B2B support to a range of organizations, from Small Business to Enterprise.

You Should Not Apply If:

• You avoid diving deep into technical problem-solving; our support team is highly technical and capable of handling complex tickets.
• You prefer to triage tickets swiftly and involve Engineering early without attempting comprehensive solutions.
• You prefer supporting products with limited scope that are quickly mastered, rather than a product with significant surface area that is rapidly evolving.
• You value an in-office culture for motivation; this role is remote, and we seek self-starters.

About Ashby

Ashby is building the next generation of enterprise software, starting with products that significantly improve hiring processes for talent leaders, recruiters, and hiring managers.

• Website: https://www.ashbyhq.com/
• Funding & Backing: Well-funded and backed by investors including Y Combinator, Elad Gil, and Lachy Groom.
• Launch: Publicly launched in October 2022 with a growing list of impressive client companies.
• Team & Product: Built an incredible team and exceptional product, with significant growth ahead. This is an opportune time to join.

Company Values

Ashby values a strong sense of ownership, principled thinking over experience, and thoughtful communication. These values guide how we approach our work and will be discussed further during the interview process.