Product Support Specialist - Australia

Hello! I’m Laura, a Support Manager at Ashby. I'm excited to share that we're hiring a Product Support Specialist in the APAC region, specifically in Australia 🎉.

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.

As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication. These and other values, which we’ll explore more deeply during the interview process, guide how we work.


YOU SHOULD APPLY IF:

- You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.

- 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 have strong problem-solving skills. You’re skilled at both defining the scope of a problem and creating a comprehensive solution.

- You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.

- You prioritize ownership in finding solutions for customers. When given a problem, you proactively make decisions rooted in principled thinking to solve it.

- You have offered B2B support to customers, ranging from small business through enterprise organizations.


YOU SHOULD NOT APPLY IF:

- You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.

- You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit.

- You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area.

- You value in-office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self-starters!


ABOUT ASHBY

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 signific