Product Support Specialist

About the Role Hello! We’re Jason and Charlie, Support Managers at Ashby. We’re excited to share that we’re hiring Product Support Specialists in North America. 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 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 are already comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly. You can explain technical issues concisely, you think systematically, and operate with strong ownership in asynchronous environments. You can explain the same issue differently depending on the audience, while staying clear and direct. 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 delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way. You can balance investigation, customer communication, and escalation quality in a fast-moving environment without losing clarity or thoroughness. You’ve done B2B support across company sizes, from SMB to enterprise. You Should Not Apply If Your recent experience is primarily customer success management, account management, or customer onboarding. Those are important roles, but different ones. You’re more drawn to coordination, enablement, or team leadership than spending your days deep in tickets and complex technical problem solving. This is a hands-on technical support role first. You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and expected to improve their technical skills as a fundamental part of the role. You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive reproduction/debugging) is your default muscle, this may not be your gig. You prefer to support a product you can know the ins and outs of quickly (such as a point solution); Ashby is a complex platform and will take time and effort to master. Compensation San Francisco, New York City: $81,250 to $104,250. Offers Equity United States: $70,000 to $90,000. Offers Equity Canada: CA$70,000 to CA$90,000. Offers Equity The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. Additional benefits are shared as part of the job posting. 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 managers hire better, and drive organizational growth. Learn more on our website: https://www.ashbyhq.com/ We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We’ve raised a Series D in 2025 and have seen incredible growth since, with ARR growing over 100% year over year. Our growth is driven by a network of 5,000+ customers including Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier. About Go to Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience when using our product. Here are a few points that should give you a sense of what the team is all about: We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier and more fun to support. This is a point we’re proud of: our product is powerful, flexible, and a joy to use. It will not be a typical experience supporting Ashby, we can assure you. We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise and a truly human experience with fast response times. We strongly believe that small teams with very talented people and the right work environment deliver excellent outcomes. You’ve probably heard this before, but our case is unique because our team is truly high-performing, remarkable, and marked by low-ego. Our culture is defined by our ten Operating Principles, and especially by operating with intelligent urgency, ownership, and frugality. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication. I encourage everyone to read our Leadership Principles to get a sense of what we value in People Leaders at Ashby. Interview Process Our interview process is thorough, we aim to ensure each person that joins the team is the right fit for our growing organization, and that we are the right fit for them. Intro Call with Recruiting – 30 Minutes Take Home Assessment – 1 week to complete Hiring Manager Interview – 45 Minutes Skills Fit Interview – 45 Minutes Team Insights Interview + Hiring Manager Closing Questions – 30 Minutes Throughout our interview process, you will be evaluated on both technical reasoning and communication. Onboarding Process Ashby is a highly complex product, and we invest a lot of time in ensuring our support team members are set up for success. As an experienced Product Support Specialist, you will go through a comprehensive onboarding program designed to give you a thorough understanding of our product and our customer base. However, we expect you to be proactive in your learning and actively seek answers, rather than solely relying on the onboarding program. Benefits 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you don’t have the money to do so. Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it. Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. Generous equipment, software, and office furniture budget. Get what you need to be happy and productive. $100/month education budget with more expensive items (like conferences) covered with manager approval. If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for a currently available open role.