Product Support Specialist - Guatemala

Salary: $20K - $40K Location Type: Remote Employment Type: Full-Time

Position Overview

Ashby is seeking a Product Support Specialist to join our team, specifically covering weekend shifts with weekdays off. This role is ideal for individuals who are passionate about providing world-class support to customers in Europe and Asia, and who thrive in a dynamic, complex product environment. You will be instrumental in troubleshooting intricate integration issues, guiding customers through detailed workflows, and contributing to projects that enhance team efficiency and product enablement.

Work Schedule: Sundays through Thursdays, 9am to 6pm Pacific Time. Occasional schedule changes may be required.

Responsibilities

• Provide exceptional customer support, focusing on customers based in Europe and Asia.
• Troubleshoot complex integration issues.
• Provide customers with detailed workflow instructions.
• Engage in projects to improve team processes and product enablement.
• Synthesize highly technical information from the Engineering Team for broader team up-leveling.
• Develop workflow automation to improve team cohesion and efficacy.

Requirements

• You Should Apply If:

  • You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.
  • You are curious and seek 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 in finding solutions for customers, making proactive decisions rooted in principled thinking.
  • You have experience providing B2B support to customers ranging from Small Business through Enterprise organizations.

• You Should Not Apply If:

  • You avoid getting into the weeds of solving technical problems.
  • You prefer to triage tickets swiftly and tag in Engineering early without attempting comprehensive solutions.
  • You prefer to support a product that is quickly understood rather than a rapidly evolving product with significant surface area.
  • You value in-office culture for motivation; this is a remote role requiring self-starters.

About Ashby

Ashby is building the next generation of enterprise software, starting with products that significantly improve talent acquisition processes for hiring managers and recruiters. We launched publicly in October 2022 and are already partnering with impressive companies. We are well-funded by prominent investors including Y Combinator, Elad Gil, and Lachy Groom.

About Go To Market

Our Support team is viewed as an extension of the product itself, ensuring an optimal customer experience across all market segments.

Learn more: https://www.ashbyhq.com/