Product Support Engineer - APAC

About the role

As a Product Support Engineer for the APAC region, you will be the frontline for delivering exceptional technical assistance to Ashby customers. You will diagnose and resolve integration, API, and product‑functionality issues while contributing to continuous product improvement.

Key responsibilities

• Develop deep technical knowledge of Ashby’s platform to troubleshoot and resolve customer issues quickly.
• Investigate integration problems, API inquiries, and bug reports, providing clear solutions.
• Identify patterns in support tickets and recommend product enhancements.
• Deliver outstanding customer service, ensuring clients feel supported and valued.
• Collaborate closely with Engineering to escalate complex issues and share insights.
• Create and maintain documentation of common problems, solutions, and support processes.
• Gather and relay customer feedback to inform product development.
• Share knowledge with the Support team to improve overall technical competence.

Required profile

• Strong understanding of software applications, Internet protocols, and troubleshooting techniques.
• Excellent verbal and written communication skills, able to explain technical concepts to non‑technical users.
• Detail‑oriented when documenting reproduction steps and reporting issues.
• Passion for delivering high‑quality customer service.
• Ability to work both independently and collaboratively within a team.
• Adaptable and proactive in solving problems.

Required skills

• Internet protocols
• Scripting for automation
• API knowledge