Ashby

Product Support Specialist - Americas

Remote - US

Sponsorship not specifiedDetected 151 days ago

SnowflakeAccount ManagementOnboardingCustomer SuccessShopifyLeadershipCommunication

About the role

By joining the team, you'll contribute to delivering that same world-class experience.
You'll also spend time on projects that make the work we do better.
As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication.

Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team.
Developing workflow automation allowing for better team cohesion and efficacy.
You've done B2B support across company sizes, from SMB to enterprise.
You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets.
We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.
We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.

You are already comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly
You can explain technical issues concisely, you think systematically, and operate with strong ownership in asynchronous environments.
You can explain the same issue differently depending on the audience, while staying clear and direct.
You can balance investigation, customer communication, and escalation quality in a fast-moving environment.

10-year exercise window for stock options.
You shouldn't feel pressure to purchase stock options if you leave Ashby -do it when you feel financially comfortable.
Unlimited PTO with four weeks is recommended per year.
Expect "Vacation?" in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US.
$100/month education budget with more expensive items (like conferences) covered with manager approval.
If you're in the US, top-notch health insurance for you and your dependents with all premiums covered by us.
Your first 30 days will focus primarily on onboarding and learning the product.

https://www.ashbyhq.com/%EF%BF%BC%EF%BF%BCWehttps://www.ashbyhq.com/
We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom.
Following our Series D in 2025, we're continuing to grow ARR at more than 100% year over year, serving over 4,000 customers, including industry leaders like Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier (and many others who we cannot name!).
Our growth and retention metrics are best-in-class among our peers.
We'll share more details once we meet.
In short, it's the perfect time to join! 🚀
You're curious-both when addressing customers and when creating solutions that improve our workflows. You seek the answers beyond what's on the surface.
You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.
We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
With support and guidance, you'll begin taking tickets in week one, so you can start getting to know our customers, our processes, and begin making an impact right away.

This listing is sourced directly from Ashby's careers page and normalized into a canonical job model.