Product Support Specialist Apac

## About the Role We're currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application. This position will cover a day shift. Over the past few years, we've built a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. By joining the team, you'll contribute to delivering that same world-class experience. In this role, you'll work closely with customers every day. Ashby is a broad and complex product, so you can expect to handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices. You'll also spend time on projects that make the work we do better. Past projects our team has taken on include: - Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team. - Developing workflow automation allowing for better team cohesion and efficacy. ## Responsibilities - Work closely with customers every day. - Handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices. - Absorb and synthesize highly technical work from the Engineering Team to create enablement for technical up-leveling of the broader Support Team. - Develop workflow automation allowing for better team cohesion and efficacy. ## Requirements - You are already comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly. - You can explain technical issues concisely, you think systematically, and operate with strong ownership in asynchronous environments. You can explain the same issue differently depending on the audience, while staying clear and direct. - You're curious—both when addressing customers and when creating solutions that improve our workflows. You seek the answers beyond what's on the surface. - You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way. - You can balance investigation, customer communication, and escalation quality in a fast-moving environment. - You've done B2B support across company sizes, from SMB to enterprise. ## Nice to Have - A strong sense of ownership. - Principled thinking over experience. - Thoughtful communication. ## What We Offer - One weekend day off in exchange for working a weekday. - Flexible scheduling options (Tuesday–Saturday or Sunday–Thursday) with occasional adjustments for holidays or business needs. - The opportunity to work with a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. - A chance to contribute to delivering a world-class customer experience. - The opportunity to work on projects that make the work we do better, including synthesizing technical work from Engineering and developing workflow automation. ## About the Company We're building the next generation of enterprise software, and we're starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://www.ashbyhq.com/ We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. Following our Series D in 2025, we're continuing to grow ARR at more than 100% year over year, serving over 4,000 customers, including industry leaders like Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers. We'll share more details once we meet. In short, it's the perfect time to join! ## About Go To Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we'll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby. ## Interview Process Our interview process is thorough—we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows: - Intro Call with Recruiting - 30 Minutes - Take Home Assessment - 1 week to complete - Hiring Manager Interview - 45-60 Minutes - Final Round Interview - 90 Minutes Throughout our interview process, you will be evaluated on both technical reasoning and communication precision. ## Onboarding Process Ashby is a highly complex product, and we invest a lot of time in ensuring our support team members are experts on the platform. Your first 30 days will focus primarily on onboarding and learning the product. With support and guidance, you'll begin taking tickets in week one, so you can start getting to know our customers, our processes.