Role overview

Ashby is seeking a Product Support Engineer for its EMEA region to join a global Support team expanding to provide 24/7 coverage across time zones. This is a hands-on technical role serving as the escalation point between frontline support and product engineering, where you’ll investigate complex customer issues and work with teams to resolve them or escalate to engineering when needed.

Key responsibilities

Own complex technical issues end-to-end by investigating APIs, integrations, logs, data, configurations, and workflows to determine whether they can be resolved through support or represent a product defect.
Use tools such as Plain, GitHub, Datadog, databases, and the codebase to investigate issues and provide Engineering with well-validated escalations that include reproduction steps, relevant evidence, customer impact, and root-cause hypotheses.
Build and maintain trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers across time zones.
Identify recurring problems and transform them into documentation, enablement improvements, tooling enhancements, process refinements, or product feedback.
Establish EMEA coverage, handoff protocols, and operating practices across European time zones while communicating regional customer patterns to the global Support Engineering team.
Track and improve key outcomes including resolution speed, escalation quality, frontline self-sufficiency, and customer confidence.

Requirements

Demonstrated experience in a hands-on, customer-centric technical role where you independently investigated ambiguous issues involving APIs, integrations, logs, data, and application behavior.
Ability to move fluently between customer conversations, APIs, logs, databases, product behavior, and code-level context to identify root causes.
Capability to distinguish between configuration, data, documentation, and enablement issues versus true product defects, with clear reasoning for each determination.
Strong written communication skills that allow others to quickly understand and act on your investigations, with ability to communicate thoughtfully with both technical and non-technical audiences.
Proven tendency to look beyond individual tickets and improve surrounding systems through documentation, enablement, tooling, or process design.
Experience working with customer-centric SaaS applications and data-backed troubleshooting rather than internal IT, help desk, infrastructure, or systems administration roles.

What makes this role worth considering

You’ll be one of the first Support Engineers establishing the technical presence in EMEA, giving you significant ownership and visibility while building regional operating practices within a global team. Ashby supports nearly 5,000 customers including major names like Shopify, Snowflake, and OpenAI, and is growing faster than 100% year over year with roughly 300 people across 22+ countries. Rather than relying on on-call rotations, the team is staffed across regions, allowing for sustainable coverage across European time zones.