Product Support Engineer - EMEA
Ashby
Product Support Engineer - EMEA
Ashby is hiring its first Product Support Engineer in EMEA to serve as the technical escalation layer between frontline Support and Product Engineering. The role involves investigating complex issues across APIs, integrations, logs, data, and workflows, and establishing regional operating practices across European time zones. Candidates should have hands-on, customer-centric technical experience with SaaS applications and strong communication skills.
Product Support Engineer - EMEA
Ashby is hiring its first Product Support Engineer in EMEA to serve as the technical escalation layer between frontline Support and Product Engineering. The role involves investigating complex issues across APIs, integrations, logs, data, and workflows, and establishing regional operating practices across European time zones. Candidates should have hands-on, customer-centric technical experience with SaaS applications and strong communication skills.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Key Responsibilities
- Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.
- Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
- Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers.
- Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
- Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
- Establish EMEA coverage, handoff, and operating practices across European time zones while bringing regional customer patterns to the global Support Engineering team.
- Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.