Product Support Engineer - NAMER

Hello!I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER.

We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process.

Not sure which Support role is right for you?We’re hiring for both Product Support Specialist and Product Support Engineer roles.

• Support Specialist owns cases and customer communication end-to-end. Troubleshoots complex issues by navigating internal tooling — audit logs, user experience testing, and API testing — to help customers reach successful outcomes.

• Support Engineering serves as the escalation point between Support Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don't require product code changes.

Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review.

About the roleSupport Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect.

You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As a Support Engineer in AMER, you’ll work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team.

What you’ll own:- 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.

• Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing 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.

You should apply if:- You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.

• You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.

• You can distinguish a con...