Product Support Specialist - Australia

Hello! I’m Laura, a Support Manager at Ashby. I'm excited to share that we're hiring a Product Support Specialist in the APAC region, specifically in Australia 🎉.

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 fast, 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.
• 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
• You're more drawn to coordination, enablement, or team leadership than spending your days deep in tickets.
• You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.
• You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit.
• You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area.