Product Support Specialist - Americas

Role Overview

Ashby is hiring Product Support Specialists in North America to help customers get the most from a sophisticated and fast-evolving SaaS platform. This position is based in Canada and follows an on-site working model.

Support work here goes beyond answering questions. You will investigate difficult issues, troubleshoot advanced integrations, guide customers through nuanced workflows, and help shape improvements that raise the quality and efficiency of the support function.

Work Schedule

This opening includes one weekend working day in return for a weekday off. You will be scheduled either Tuesday to Saturday or Sunday to Thursday, with occasional changes for holidays or business requirements. Applicants may indicate preferred working hours as part of the application.

What You Will Do

You will partner directly with customers each day and handle complex product support cases from first contact through resolution. The role also includes internal projects that improve how the team works, such as technical enablement and workflow automation.

• Troubleshoot advanced SaaS issues, including hard-to-reproduce behavior and configuration-related problems.
• Explain technical issues clearly to different audiences while staying concise and precise.
• Work independently in an asynchronous environment with strong accountability for outcomes.
• Investigate issues thoroughly before escalating, while maintaining high-quality communication with customers and internal teams.
• Contribute to projects that improve support operations, team capability, and efficiency.

Who This Role Is Best Suited For

Shifts in this role are designed for someone who enjoys deep technical problem-solving and customer interaction. Ashby values ownership, principled decision-making, and thoughtful communication.

The support team is expected to act as an extension of the product, delivering a polished customer experience across market segments. The company works with customers ranging from SMB to enterprise and expects team members to be comfortable with complexity and change.

Interview Process

The hiring process is intentionally detailed and includes the following stages:

• Introductory recruiting call lasting 30 minutes.
• A take-home assignment with one week to complete it.
• Hiring manager interview of 45 to 60 minutes.
• Final interview round lasting 90 minutes.

Across the interviews, evaluation focuses on both technical reasoning and communication quality.

Onboarding

The first 30 days are centered on product learning and onboarding. New hires begin handling tickets during the first week, with guidance and support, so they can quickly build familiarity with the product, customers, and internal processes.

About Ashby

Ashby builds enterprise software for talent teams, recruiters, and hiring managers. The company is well funded, supported by investors including Y Combinator, Elad Gil, and Lachy Groom, and after its Series D in 2025 it has continued growing ARR at more than 100% year over year. Its customer base includes over 4,000 organizations, among them Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier.

The team believes that small, highly capable groups working in the right environment can outperform larger organizations. They invest heavily in both product quality and customer experience, and they look for people who thrive in a setting that values deep expertise and strong ownership.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO, with four weeks recommended each year.
• Twelve weeks of fully paid family leave for employees in the US, with expansion to other countries planned as needed.
• Budget for equipment, software, and office furniture to support productivity and comfort.
• Monthly education budget of $100, with manager approval for higher-cost items such as conferences.
• For US employees, premium health insurance for employees and dependents, with all premiums covered by the company.

Equal Opportunity and Hiring Notes

Ashby offers equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company also states that this is an active, existing vacancy and notes that artificial intelligence tools may be used to assist with screening, assessment, and selection during recruitment.

Compensation

The stated compensation range for this role is $75K to $103.5K per year.