2 days ago

Product Support Engineer - EMEA

Ashby

Amsterdam

2 days ago

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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.

HybridFull-timeEntry LevelAPIsIntegrations

Product Support Engineer - EMEA

Apply

HybridFull-timeEntry LevelAPIs

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

Hybrid

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

APIsIntegrationsLogsDatabasesData mappingData migrationsPlainGitHubDatadogSaaS applicationsReportingWorkflowsPermissions

Soft Skills

CommunicationOwnershipPrincipled thinkingThoughtful communicationCustomer-centricProblem solvingCollaborationRelationship building

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.

Product Support EngineerEMEAHybridFull-timeSoftware DevelopmentInformation TechnologyTechnical SupportSaaSAPIsIntegrations

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.