Product Support Engineer - APAC

About the Role

Join Ashby as the inaugural Product Support Engineer in the APAC region, collaborating with a global support team to deliver technical support around the clock. This role involves resolving complex issues related to integrations, APIs, data migrations, permissions, and workflows, serving as the crucial bridge between frontline support and product engineering. You will analyze system behavior, logs, databases, and customer use cases to determine whether issues require engineering intervention or can be resolved within support.

Key Responsibilities

• Manage and resolve escalated technical issues independently from initial intake to conclusion or proper escalation channels.
• Conduct in-depth investigations using tools such as Plain, GitHub, Datadog, and databases to diagnose problems affecting customers.
• Provide engineering with detailed bug reports including reproduction steps, evidence, impact analysis, and hypothesized root causes.
• Form strong collaborative relationships across support, product, engineering, and customer success teams as well as with customers themselves.
• Spot recurring problems and proactively improve knowledge base documentation, enablement materials, tooling, and support processes.
• Collaborate with product and engineering to recommend product refinements based on customer usage patterns and technical investigations.
• Develop and enhance the APAC regional support engineering operations and handoff procedures with colleagues in EMEA and AMER regions to ensure smooth global collaboration.
• Focus on enhancing key performance indicators such as resolution speed, quality of escalations, reduced engineering workload, frontline team autonomy, and increased customer satisfaction.

Who Should Apply

• Individuals experienced in hands-on, customer-focused technical roles requiring independent troubleshooting of complex issues involving APIs, data, and application functionality.
• Professionals skilled at analyzing logs, databases, APIs, and software behavior to identify root causes and distinguish product defects from configuration or documentation errors.
• Effective communicators capable of delivering clear, accurate technical reports suitable for both technical and non-technical stakeholders across multiple time zones.
• Problem solvers who proactively improve system processes, documentation, and tools beyond immediate case resolution.
• Self-starters excited to build the APAC technical support presence and shape a global collaborative support engineering function.

Who Should Not Apply

• Candidates seeking a high-volume, routine troubleshooting role without ownership of complex investigation.
• Those primarily experienced in internal IT or infrastructure roles without substantial exposure to SaaS products and API-based technical support.
• Applicants preferring to pass on difficult cases without detailed investigation and communication.
• Professionals wanting to write production code rather than diagnose and escalate issues.
• Individuals preferring clearly defined tasks over managing ambiguous, complex problems requiring careful documentation and decision-making.
• People seeking narrowly scoped roles without cross-regional ownership or strategic project involvement.

Company Overview

Ashby builds advanced hiring process management software used by nearly 5,000 customers worldwide, including large enterprises like Shopify and OpenAI. With recent funding and rapid growth, Ashby employs a 300-strong team across 22+ countries, committed to delivering excellent product and customer experience through collaborative and principled work culture.

Interview Process

• Initial call with recruiting (30 mins)
• Take-home technical challenge (5 days)
• Hiring manager interview (45–60 mins)
• Virtual onsite interviews (multiple rounds, total approx. 120 mins)
• Team meet and greet (30 mins)
• Technical and integration skills assessment (45 mins)
• Customer Success and Support leadership meeting (30 mins)
• Final Q&A session (15 mins)

Onboarding

New hires undergo company-wide and support engineering specific training, including product knowledge, tool familiarization, and incremental complexity case management supported by their manager and assigned buddy. Regular feedback occurs throughout the initial 90 days.

Benefits

• Ten-year exercise window for stock options allowing purchase flexibility
• Unlimited paid time off encouraging work-life balance
• $1,200 annual budget for professional development
• One-time $2,000 budget for home office setup including ergonomic equipment and accessories, plus company laptop provided
• Opportunities for in-person and virtual team events and meetups
• Extended health benefits for employees and dependents where applicable

Equal Opportunity & Hiring Transparency

Ashby is an equal employment opportunity employer committed to diversity, inclusion, and fair hiring practices. AI tools may be used during recruitment for screening and assessment purposes. This posting reflects a current vacancy.

Compensation

Annual salary range between 11,950,000 and 13,750,000 Japanese Yen.