Product Support Specialist

Product Support Specialist – EMEA (Remote)

Company: Ashby
Job Title: Product Support Specialist – EMEA
Location: United Kingdom, Ireland, Germany, France, Netherlands, Spain, Czech Republic, Hungary, Poland and other eligible European locations
Salary:

• United Kingdom: £59,500 – £76,500 per year + equity
• Ireland, Netherlands, Germany, France and Denmark: €59,500 – €76,500 per year + equity
• Italy, Portugal and Spain: €45,500 – €58,500 per year + equity
• Lithuania, Romania and Bulgaria: €28,000 – €36,000 per year + equity

Employment Type: Full-time
Working Pattern: Fully remote
Department: Customer Success, Customer Support and Technical Support
Visa Sponsorship: Not stated in the job advert. Applicants should confirm eligibility and sponsorship arrangements directly with Ashby.

Job Overview

Ashby is hiring Product Support Specialists to join its growing European team. This is a fully remote opportunity for experienced technical support professionals who enjoy solving complex software problems and delivering excellent customer experiences.

In this role, you will work directly with customers, helping them troubleshoot technical issues, understand product features and improve their workflows.

You will also contribute to internal projects that improve the efficiency and technical capabilities of the wider Support Team.

Please note that the position requires working one weekend day in exchange for a weekday off. The schedule will follow either Tuesday–Saturday or Sunday–Thursday, with occasional adjustments for holidays or business needs.

Applicants can indicate their preferred working hours during the application process.

Key Responsibilities

• Investigate and resolve complex technical issues involving Ashby’s software.
• Troubleshoot sophisticated integrations and customer configurations.
• Guide customers through detailed product workflows and best practices.
• Communicate technical solutions clearly to customers with different levels of technical knowledge.
• Investigate ambiguous product behaviour and reproduce reported issues.
• Work with Engineering when technical escalation is necessary.
• Contribute to projects that improve internal support processes and workflow automation.
• Develop technical knowledge and share expertise with other members of the Support Team.
• Maintain high standards of customer communication, accuracy and problem-solving.

Who Should Apply?

Ashby is looking for candidates who:

• Have experience handling complex SaaS technical support issues from initial report through resolution.
• Can independently investigate configuration problems and reproduce technical issues.
• Have strong written and verbal communication skills.
• Can explain technical problems clearly to different audiences.
• Demonstrate curiosity, attention to detail and a strong sense of ownership.
• Can balance technical investigation, customer communication and escalation.
• Have experience providing B2B support to businesses ranging from small and medium-sized companies to enterprise customers.
• Are comfortable working independently in an asynchronous environment.

Who Should Not Apply?

This role may not be suitable for candidates whose recent experience is mainly in customer success management, account management or customer onboarding.

Ashby is specifically looking for hands-on technical support professionals who enjoy investigating and resolving complex problems rather than simply forwarding tickets to Engineering.

About Ashby

Ashby is a software company building tools to help talent leaders, recruiters and hiring managers improve their hiring processes.

The company serves more than 4,000 customers, including Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit and Zapier.

Following its Series D funding round in 2025, Ashby continues to expand its products and customer base.

Benefits

Employees at Ashby can enjoy several benefits, including:

• Equity through stock options with a 10-year exercise window.
• Unlimited paid time off.
• Generous equipment, software and home-office furniture budget.
• $100 monthly education budget.
• Additional support for approved conferences and professional development.
• Twelve weeks of fully paid family leave for employees in the United States, with plans to expand the benefit to other countries as situations arise.

Onboarding and Training

The first 30 days will primarily focus on learning Ashby’s products and developing the technical knowledge required for the role.

New employees will receive support and guidance during onboarding and are expected to begin handling customer tickets in their first week.

Interview and Selection Process

The recruitment process consists of five stages:

1. Introductory call with the recruitment team – 30 minutes.
2. Take-home assessment – one week to complete.
3. Hiring Manager interview – 45 minutes.
4. Skills Fit interview – 45 minutes.
5. Team Insights interview and Hiring Manager closing questions – 40 minutes.

Candidates will be assessed on their technical reasoning and communication skills throughout the process.

How to Apply

Interested and qualified candidates should submit their applications through Ashby’s official recruitment portal.

Company Website: https://www.ashbyhq.com/

Important: This is an active vacancy according to Ashby’s job advertisement. The advert does not specify a closing date.