Product Support Engineer - APAC

About the Role

Join Ashby's expanding global Support team as the pioneering Support Engineer based in the APAC region, working onsite in New Zealand. This role plays a crucial part in providing 24/7 technical support coverage across time zones and bridging the gap between frontline Support and Product Engineering. You will tackle complex technical challenges including integrations, APIs, permissions, data handling, reporting, migrations, and workflows. Using diverse diagnostic tools such as Plain, GitHub, Datadog, and database queries, you will investigate issues thoroughly to identify whether they can be resolved by Support or require escalation to Engineering. Your detailed investigations will include reproduction steps, evidence, customer impact, and root cause hypotheses. Additionally, you'll collaborate across the global Support team to improve processes, documentation, and tooling, while establishing APAC-specific support structures and handoffs.

Key Responsibilities

• Manage technically demanding issues from beginning to resolution or appropriate escalation, analyzing APIs, system integrations, logs, configurations, and workflows.
• Deliver high-quality, detailed technical investigations that equip Engineering teams with actionable insights and validated product defect reports.
• Develop strong partnerships with frontline Support, Engineering, Product teams, Customer Success, and clients to ensure seamless communication and resolution.
• Identify frequently occurring issues and convert them into improved documentation, training materials, tools, workflows, or product feedback.
• Collaborate with Product and Engineering teams to drive product enhancements based on customer trends and validated defect reports.
• Create and refine the coverage and handoff models for APAC support in sync with colleagues from EMEA and AMER, incorporating regional customer needs into global strategies.
• Monitor and enhance critical support performance metrics such as resolution speed, escalation accuracy, reduction in avoidable escalations, agent self-sufficiency, customer effort, and overall satisfaction.

Who Should Apply

• Experienced professionals skilled in hands-on, customer-focused technical roles involving complex troubleshooting with APIs, logs, integrations, data, and software behavior.
• Adept at synthesizing information from customer interactions, APIs, system logs, databases, and code-level context to identify root causes.
• Capable of discerning between configuration, data, documentation, or enablement issues and genuine product defects, and articulating these findings clearly.
• Effective communicators who craft precise technical investigations understandable by both technical and non-technical stakeholders across time zones.
• Proactive problem-solvers who look beyond immediate tickets to enhance systems through documentation, tooling, and processes.
• Individuals motivated to lead as APAC's first technical owner and to play a pivotal role unifying global time zones and teams.

Who May Not Fit

• Those seeking high-volume support roles with scripted troubleshooting rather than open-ended investigation and ownership.
• Candidates primarily experienced in internal IT, hardware, networks, systems administration, or infrastructure without significant exposure to SaaS applications and customer-facing troubleshooting.
• Applicants who prefer to delegate difficult issues instead of personally investigating and validating them.
• Professionals aiming to write production code rather than diagnose and escalate product bugs.
• People who favor clear-cut, predefined problems over ambiguous situations requiring thoughtful documentation and analytical rigor.
• Those desiring narrowly defined roles without project or regional leadership responsibilities.

About Ashby

Ashby develops products to help talent acquisition teams, recruiters, and hiring managers improve their hiring processes. With a $50M Series D funding round in July 2025 and nearly 5,000 customers worldwide—including large companies like Shopify and OpenAI—Ashby is growing rapidly and employs approximately 300 people across 22+ countries.

Support Team Philosophy

• Excelling at creating superior products that differentiate Ashby in the market.
• Delivering outstanding customer experiences through deep expertise during every interaction.
• Operating with small, highly skilled teams in supportive work environments for enhanced performance.

Values and Hiring Process

Ashby values ownership, principled thinking, and precise communication. The recruitment includes multiple stages: intro call, a take-home assessment, hiring manager and virtual onsite interviews, team meetings, technical and leadership evaluations, and final questions.

Onboarding

The onboarding process combines company-wide product training with a Support Engineering-focused ramp-up to progressively build expertise and relationships over the first 90 days.

Benefits

• 10-year exercise period for stock options with no pressure to exercise immediately if leaving.
• Unlimited paid time off encouraging work-life balance.
• Annual $1,200 stipend for learning and professional development.
• One-time $2,000 budget for home-office setup including furniture and ergonomic equipment, plus a company laptop.
• Opportunities for in-person and virtual team engagements including company-wide offsites.
• Extended health insurance available depending on location.

Diversity Commitment

Ashby is an equal opportunity employer dedicated to diversity, inclusion, and fair hiring. The company explicitly prohibits discrimination on any protected basis.

Compensation

The salary range for this position is ¥11,950,000 to ¥13,750,000 per year.