Product Support Specialist - Americas

Ashby
San Francisco
Workplace: RemoteFull timeUSD 75,000 - 85,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Customer service","Empathy"]

Join Ashby as a Product Support Specialist supporting North America. You’ll handle complex product inquiries, troubleshoot integrations, guide customers through workflows, and contribute to internal projects that improve support and automation. You’ll work remotely on a weekend-shift schedule, collaborating with engineering and Go-To-Market teams to deliver world-class customer experiences.

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Ashby
Ashby
7 months ago

Product Support Specialist - Americas

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Last checked: 12 hours agoStatus: Live

Job Summary

Join Ashby as a Product Support Specialist supporting North America. You’ll handle complex product inquiries, troubleshoot integrations, guide customers through workflows, and contribute to internal projects that improve support and automation. You’ll work remotely on a weekend-shift schedule, collaborating with engineering and Go-To-Market teams to deliver world-class customer experiences.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Handle customer inquiries and troubleshoot complex product issues across North America.
  • •Guide customers through detailed workflows and integrations, providing clear, thorough solutions.
  • •Collaborate with Engineering and Go-To-Market teams to enable technical up-leveling and improve support processes.
  • •Lead or contribute to internal projects such as workflow automation to improve team cohesion and efficacy.
  • •Prioritize ownership and proactive decision-making to solve customer problems in a principled manner.

Pay and Benefits

Salary: USD 75,000 - 85,000 annually
Equity and Bonus:Equity
Perks:EquityPaid LeaveParental LeaveEquipment BudgetLearning BudgetHealth Insurance

Key Requirements

  • •Experience with and enthusiasm for learning a complex, rapidly evolving product.
  • •Curiosity and a problem-solving mindset, with the ability to surface answers beyond surface-level questions.
  • •Strong problem-solving skills and attention to detail; able to define the scope of a problem and design comprehensive solutions.
  • •A customer-centric approach with a focus on clear, empathetic communication and thorough responses.
  • •1) Experience providing B2B support to customers ranging from small businesses to enterprises.
Experience:Enterprise softwareSaaS
Skills:CommunicationProblem-solvingCustomer serviceEmpathy
Languages:English
Tech Stack:Workflow automationTroubleshootingIntegrations

Company Brief

Ashby
Ashby builds an all‑in‑one recruiting platform (ATS, CRM, scheduling, analytics and AI features) that helps high‑growth companies streamline hiring, improve candidate experience, and deliver data‑driven talent decisions.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor