Product Support Engineer
New
A
AshbyHR software
Location: Remote - US; Secondary Locations: Remote - CanadaFull-Time
Salary$75K - $140K; $75K – $140K • Offers Equity • Multiple Ranges; US - Remote: $75K – $122K • Offers Equity; Canada - Remote: CA$75K – CA$122K • Offers Equity; NYC, San Francisco: $86K – $140K • Offers Equity
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Job Details
- Required Skills
- RESTful APIsGitHubDatadog
Requirements
- Have experience in a hands-on, customer-centric technical role.
- Independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
- Move comfortably between customer conversations, APIs, logs, databases, product behavior, and code-level context.
- Distinguish configuration, data, documentation, or enablement issues from product defects.
- Explain investigation reasoning clearly.
- Write precise investigations that others can understand and act on.
- Communicate thoughtfully with technical and non-technical audiences across time zones.
- Improve systems through documentation, enablement, tooling, or process design.
Responsibilities
- Own complex technical issues from intake through resolution or escalation by investigating APIs, integrations, logs, data, configuration, and workflows.
- Determine whether issues can be resolved through Support or require Engineering involvement.
- Prepare clear, actionable, well-validated product issue escalations with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible.
- Build working relationships with frontline Support, Engineering, Product, Customer Success, and customers.
- Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
- Partner with Product and Engineering to validate defects and share customer patterns and technical context.
- Contribute to AMER coverage, handoffs, and operating practices alongside the regional Support Engineering team.
- Track and improve resolution speed, escalation quality, frontline self-sufficiency, customer effort, and customer confidence.
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