Product Support Specialist - APAC

About the role

Ashby is hiring Product Support Specialists in the APAC region. The role covers a day shift and involves working closely with customers every day on a broad and complex SaaS product, from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices. The team also takes part in projects such as synthesizing technical work from Engineering to enable the Support team and developing workflow automation.

Schedule: one weekend day in exchange for a weekday off, on either a Tuesday-Saturday or Sunday-Thursday basis, with occasional adjustments for holidays or business needs. Preferred working hours can be shared in the application.

Required profile

• Comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues and reproducing ambiguous behavior.
• Ability to explain technical issues concisely and adapt explanations to different audiences, with strong ownership in asynchronous environments.
• Experience with B2B support across company sizes, from SMB to enterprise.
• Curious, detail-oriented, empathetic and able to balance investigation, customer communication and escalation in a fast-moving environment.
• Not a good fit if recent experience is mainly customer success management, account management or onboarding, or if you prefer coordination, enablement or team leadership over deep ticket work.

What we offer

• 10-year exercise window for stock options, with no pressure to buy if you leave.
• Unlimited PTO, with four weeks recommended per year.
• Paid family leave.
• Budget for equipment, software and office furniture.
• $100 per month education budget, with more expensive items covered with manager approval.

The interview process includes an intro call, a take-home assessment, and several interviews with the hiring manager and team. Onboarding focuses on learning the product, with support members taking tickets in week one.