At a Glance
- Tasks: Diagnose and resolve technical issues while ensuring top-notch customer satisfaction.
- Company: Join Ashby, a cutting-edge enterprise software company backed by top investors.
- Benefits: Enjoy competitive salary, unlimited PTO, and a generous education budget.
- Other info: Collaborative environment with great career growth opportunities and a commitment to diversity.
- Why this job: Be part of a dynamic team improving customer experiences with innovative tech solutions.
- Qualifications: Strong technical background in API integrations and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues ensuring a high level of customer satisfaction through effective communication and problem-solving. You will assist with investigating and resolving technical issues that come to Support while identifying patterns in customer inquiries to drive product improvement, as well as opportunities to enable our Support team on technical concepts. Your knowledge of integrations and platforms will be key to your success, as you'll leverage this expertise to address customer inquiries related to system integrations, data flow, and product functionality. You’ll be a key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues.
Role Responsibilities:
- Technical Troubleshooting: 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.
- Expertise in Integrations: 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.
- Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued.
- Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
- Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
- Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
- Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.
Role Requirements:
- Technical Expertise: Strong understanding of software applications, Internet protocols, troubleshooting, and automation via scripting.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally.
- Customer-Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience.
- Team Collaboration: Ability to work effectively within a team and independently, with a proactive approach to solving problems.
- Adaptability: Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly.
You Should Apply If:
- You have a strong technical background, particularly in API integrations, and enjoy solving complex problems by analyzing logs and code.
- You are passionate about helping customers and providing a top-notch support experience.
- You have excellent communication skills and can convey technical information clearly to various audiences.
- You thrive in a collaborative environment and enjoy working closely with engineering teams.
- You are proactive, detail-oriented, and always looking for ways to improve processes.
You Should Not Apply If:
- You do not have a strong technical background or experience in technical troubleshooting.
- You are not comfortable with asynchronous collaboration or communicating in a thoughtful way with Customers, Support Team Members, or Engineers.
- You are not comfortable communicating with customers or explaining technical concepts in simple terms.
- You are not adaptable to changing environments and new technologies.
- You do not have a passion for customer-facing interactions and providing a great customer experience.
About Ashby: We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are working with amazing companies we’re proud to partner with. We’ve built an incredible team and exceptional product over the past few years, and we truly are just getting started. In short, this is the perfect time to join.
About Go To Market: Our Support team is a part of our Customer Success department, and thus is a part of our Go To Market function. We spend a lot of time building best-in-class products, since we believe a highly differentiated product is easier to sell. 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 hope our 9.8 Support rating on G2 signals this. We strongly believe that small teams with very talented people and the right work environment deliver much high performance and we’re built accordingly.
Interview Process: Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows: Intro Call with Recruiting - 30 Minutes, Take Home Assessment - 1 week to complete, Hiring Manager Interview - 45-60 Minutes, Virtual Onsite - 120 Minutes.
Benefits: Competitive salary and equity. 10-year exercise window for stock options. Unlimited PTO with four weeks recommended per year. Twelve weeks of fully paid family leave in the US. Generous equipment, software, and home office furniture budget. $100/month education budget with more expensive items (like conferences) covered with manager approval. Top-notch health insurance for you and your dependents with all premiums covered by us.
Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Engineer - APAC in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ashby. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ashby before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Engineer - APAC in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ashby:Your cover letter is your chance to shine! Tell us why you want to work at Ashby specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ashby!
How to prepare for a job interview at Ashby
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
