Product Support Engineer - EMEA
Remote - EuropeFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- ScriptingTroubleshooting
Requirements
- Strong understanding of software applications
- Strong understanding of Internet protocols
- Strong understanding of troubleshooting
- Strong understanding of automation via scripting
- Excellent verbal and written communication skills
- Ability to explain technical concepts to non-technical users
- Detail-oriented when documenting reproduction steps and consolidating relevant information
- Passion for delivering outstanding customer service
- Ability to work effectively within a team and independently
- Proactive approach to solving problems
- Comfortable working in a dynamic environment
- Ability to adapt to product updates and processes improvements quickly
- Strong technical background, particularly in API integrations
- Enjoy solving complex problems by analyzing logs and code
Responsibilities
- Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers
- Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports
- Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues
- Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes
- Provide exceptional customer service, ensuring clients feel supported and valued
- Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products
- Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base
- Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements
- Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform
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