- Experience
- Any
- Salary
- SGD 80,000 – SGD 96,000 / year
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Eligibility
- Candidates who are already capable of independently handling complex technical support for B2B SaaS products, enjoy deep investigation work, and are comfortable with the stated schedule in Singapore can apply. The company is not seeking people whose recent focus has mainly been customer success, on…
- Resume
- Required to apply
Where you'll work
Job description
Role Overview
We are hiring a Product Support Specialist for the APAC region to help customers get the most from a broad, fast-evolving enterprise software platform. This is a hands-on support role focused on resolving complex issues, explaining product behavior clearly, and delivering a thoughtful customer experience.
Work Schedule
This position includes one weekend day of work in exchange for a weekday off. The schedule will be either Tuesday to Saturday or Sunday to Thursday, with occasional changes depending on holidays or business requirements. The role is a day-shift position, and candidates may share their preferred working hours during the application process.
What You Will Do
In this role, you will work closely with customers every day and handle a wide range of support requests, from advanced integration troubleshooting to guiding users through detailed workflows and best practices. You will also contribute to internal improvement projects that strengthen the support function and make the team more effective.
- Investigate and resolve difficult SaaS support issues from first report through to closure.
- Identify configuration problems, reproduce unclear product behavior, and communicate findings clearly.
- Support customers across SMB and enterprise accounts with accurate, empathetic, and detailed communication.
- Balance case investigation, customer updates, and escalation quality in a fast-paced environment.
- Contribute to internal initiatives such as technical enablement and workflow automation.
Who This Role Suits
This position is best suited to someone who enjoys going deep into technical problems, thinks systematically, and can explain complex issues in a concise way for different audiences. Strong ownership, curiosity, and careful communication are important in this team.
Candidate Profile
We are looking for someone who is comfortable managing complex support cases independently, works well in asynchronous environments, and takes pride in customer outcomes. The right person is empathetic, highly detail-oriented, and motivated by solving technical problems thoroughly rather than routing them away too quickly.
About Ashby
Ashby is building the next generation of enterprise software, starting with products that help talent leaders, recruiters, and hiring managers improve their hiring process. The company is well funded, backed by investors including Y Combinator, Elad Gil, and Lachy Groom, and after its Series D in 2025 continues to grow ARR by more than 100% year over year. Its customer base includes more than 4,000 organizations, among them companies such as Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier.
About the Support Team
The support team is treated as an extension of the product itself, with a strong focus on customer experience and deep product expertise. The team values small groups of highly capable people, strong product quality, and a work environment that supports excellent performance.
Interview Process
The hiring process is designed to be thorough so both sides can assess the fit carefully.
- Intro call with recruiting: 30 minutes
- Take-home assessment: 1 week to complete
- Hiring manager interview: 45 to 60 minutes
- Final round interview: 90 minutes
Throughout the process, evaluation will focus on technical reasoning and precision in communication.
Onboarding
The first 30 days are centered on product onboarding and learning the platform in depth. New team members begin handling tickets in their first week, with support and guidance as they build confidence and product knowledge.
Benefits
- 10-year exercise window for stock options.
- Unlimited PTO, with four weeks recommended each year.
- Generous paid family leave.
- Substantial budget for equipment, software, and office furniture.
- USD 100 per month education budget, with more expensive items such as conferences available subject to manager approval.
Equal Opportunity and Hiring Notice
Ashby provides equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company welcomes candidates from all backgrounds and is committed to a diverse and inclusive workplace.
The company also states that this is an active, existing vacancy and that artificial intelligence tools may be used to support screening, assessment, and selection during recruitment.
Compensation
The stated compensation range is SGD 80,000 to SGD 96,000.
Additional Information
This role is based in Singapore and is a full-time onsite position.