Product Support Specialist - EMEA

Role overview

Ashby is hiring Product Support Specialists in Europe to help deliver high-touch support for a complex, fast-evolving SaaS platform. In this role, you’ll work directly with customers, investigate technical issues deeply, and help ensure a smooth, thoughtful support experience across a wide range of use cases.

Working pattern

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 for holidays or business requirements. Candidates may indicate preferred working hours in their application.

What you’ll do

You’ll be the point of contact for customers needing help with product behavior, troubleshooting, integrations, and best-practice guidance. The work can involve everything from isolating configuration problems and reproducing unclear issues to explaining solutions clearly to different audiences.

Alongside daily ticket work, you’ll also contribute to internal projects that improve how the support team operates. Examples have included turning highly technical engineering knowledge into team enablement material and building workflow automations that improve coordination and efficiency.

What Ashby values

The team places a strong emphasis on ownership, careful reasoning, and communication that is clear and intentional. These values shape how the company works and will be explored further during the interview process.

Who this role is a fit for

This position suits someone who already feels comfortable taking ownership of complex SaaS support cases from first contact through resolution. You should be able to troubleshoot systematically, explain technical topics simply, remain empathetic with customers, and manage investigation, communication, and escalation quality in a busy environment.

The role also fits people who are naturally curious, highly detail-oriented, and energized by solving technical problems rather than staying at a coordination or account-management level. Experience supporting B2B customers across SMB and enterprise environments is important.

Who should not apply

This may not be the right opportunity if your recent background is mainly in customer success, account management, or onboarding, or if you prefer ticket triage without deep technical investigation. It is also less suitable for people who are more interested in leadership, enablement, or product support for simpler point solutions rather than a broad and rapidly changing platform.

About Ashby

Ashby is building the next generation of enterprise software, starting with products that help recruiting teams and hiring managers run hiring more effectively. The company is backed by investors such as Y Combinator, Elad Gil, and Lachy Groom. After its Series D in 2025, Ashby continues to grow ARR at over 100% year over year and serves more than 4,000 customers, including well-known companies such as Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier.

Team and product environment

The support function is treated as an extension of the product, with a focus on delivering strong customer experiences across all market segments. The company emphasizes building highly differentiated products, maintaining deep product expertise, and keeping teams small, talented, and efficient.

Interview process

The hiring process is designed to be thorough and includes the following steps: an introductory recruiting call lasting 30 minutes, a take-home assessment with one week to complete it, a hiring manager interview lasting 45 to 60 minutes, and a final interview round lasting 90 minutes. Candidates are evaluated on technical reasoning as well as communication precision.

Onboarding

Because the platform is complex, the first 30 days are focused heavily on learning the product and building expertise. Support begins early, with ticket work starting in week one so new team members can quickly learn the customer base, internal workflows, and product surface area while continuing to grow in confidence.

Benefits

Benefits include a 10-year exercise window for stock options, unlimited paid time off, twelve weeks of fully paid family leave in the US, a generous budget for equipment, software, and office furniture, and a $100 monthly education allowance. Higher-cost learning expenses such as conferences may also be covered with manager approval.

Equal opportunity and hiring note

Ashby provides 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 that artificial intelligence tools may be used to help with screening, assessment, and selection.

Compensation

The stated compensation range is £64.5K to £81.5K.