Product Support Specialist - APAC

Position Overview

Ashby seeks a dedicated Product Support Specialist for the APAC region to join their customer support team. The role involves providing detailed and expert assistance to customers using Ashby's complex SaaS product, including troubleshooting advanced technical issues and guiding clients through various workflows.

Work Schedule

This full-time position requires working one weekend day in exchange for a weekday off, following either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional variations for holidays or business needs. The role operates on day shifts. Applicants can specify their preferred working hours during the application process.

Key Responsibilities

• Collaborate closely with customers daily, resolving complex product issues from initial report to resolution.
• Troubleshoot sophisticated integration issues and assist customers in navigating product workflows and best practices.
• Undertake projects that improve overall team processes, including synthesizing technical information from engineering to enhance team knowledge.
• Develop workflow automations to increase team efficiency and cohesion.

Candidate Profile

• Experienced in managing complex SaaS support cases including isolating configuration problems, reproducing ambiguous behaviors, and clear communication.
• Ability to explain technical issues concisely and adapt communication style to different audiences while maintaining clarity and directness.
• Curious and proactive in seeking deeper understanding to improve customer solutions and internal workflows.
• Strong customer focus with meticulous attention to detail, providing thorough, clear, and empathetic support.
• Capable of balancing investigation, communication, and escalation in a dynamic environment.
• Experience supporting B2B clients across various company sizes from SMBs to large enterprises.

Unsuitable Candidates

• Those whose recent experience centers mainly on customer success management, account management, or onboarding roles.
• Candidates inclined toward coordination, enablement, or leadership rather than deep technical ticket resolution.
• Individuals who avoid detailed technical problem-solving or prefer quick ticket triage with early escalation without attempting solutions.
• Applicants preferring support roles with less complex, quickly learnable products over evolving and broad-scope SaaS offerings.

Company Background

Ashby is a rapidly growing enterprise software company backed by premium investors and serving more than 4,000 customers worldwide. The company focuses on delivering best-in-class products and customer experiences for recruiting and hiring processes, with exemplary retention and growth metrics.

Team and Culture

• Support team seen as integral to the product, delivering expert assistance across market segments.
• Emphasis on small, talented teams delivering superior outcomes.
• Culture values strong ownership, principled decision-making, and precise communication.

Recruitment Process

• Introductory call with recruiting (30 minutes)
• Take-home assessment (1 week)
• Hiring manager interview (45 minutes)
• Skills fit interview (45 minutes)
• Team insights interview and closing questions (30 minutes)

Onboarding

New hires undergo an intensive 30-day onboarding focusing on mastering the complex platform. During the first week, employees start handling tickets to begin customer engagement and process familiarization while building expertise.

Compensation and Benefits

• Salary range: SGD 80,000 to 96,000 annually.
• 10-year exercise window for stock options to reduce financial pressure.
• Unlimited paid time off with a recommendation of four weeks per year.
• Generous paid family leave.
• Budget provided for equipment, office furniture, and software to enhance productivity.
• Monthly education budget of $100 with higher cost events subject to manager approval.

Equal Employment Opportunity & Hiring Fairness

Ashby promotes a diverse and inclusive workplace and evaluates applicants fairly across all backgrounds. Artificial intelligence tools may be used in recruitment to assist with candidate selection. This is an active vacancy with a transparent hiring process.