Product Support Engineer - Americas

About this role

Ashby is hiring a Product Support Engineer to diagnose and resolve technical issues for customers across North America. You'll leverage expertise in integrations and APIs to troubleshoot complex problems, collaborate with engineering teams, and drive product improvements through customer feedback and documentation.

What you'll do

• Diagnose and resolve technical issues including integration problems, API inquiries, and bug reports
• Troubleshoot complex integration issues using deep knowledge of integration frameworks and technologies
• Identify patterns in customer inquiries to recommend product enhancements
• Create and maintain documentation of support processes, common issues, and solutions
• Collaborate with Engineering to escalate issues and contribute to product improvement
• Share technical knowledge with the support team to build platform expertise

What they're looking for

• API integrations and troubleshooting
• Software applications and internet protocols
• Log and code analysis
• Technical troubleshooting and scripting/automation
• Clear communication of technical concepts to non-technical users
• Detail-oriented documentation skills
• Team collaboration and independent problem-solving
• Adaptability to product updates and process improvements