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Product Support Engineer - EMEA

Ashby · United Kingdom

RemoteEngineeringCustomer SuccessCustomer SupportPosted 2 weeks ago
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About this role

HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring our first Product Support Engineer in EMEA 🎉 We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a global team while establishing the technical Support Engineering presence in EMEA, with the ownership and visibility that come from being its first Support Engineer across European time zones. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process. NOT SURE WHICH SUPPORT ROLE IS RIGHT FOR YOU? We’re hiring for both Product Support Specialist and Product Support Engineer roles. - The Specialist role focuses on helping customers navigate the product and reach successful outcomes. - The Engineer role focuses on technical investigation, debugging complex behavior, and understanding how systems work. Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review. ABOUT THE ROLE Support Engineering is the technical layer between frontline Support and Engineering. 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 h

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