At a Glance
- Tasks: Diagnose and resolve technical issues while ensuring customer satisfaction through effective communication.
- Company: Join a dynamic tech company focused on innovation and customer experience.
- Benefits: Competitive salary, unlimited PTO, education budget, and fully paid family leave.
- Other info: Remote role with opportunities for professional growth and collaboration with engineering teams.
- Why this job: Make a real impact by helping customers and improving products with your technical expertise.
- Qualifications: Strong technical background in software applications and excellent communication skills.
The predicted salary is between 48000 - 104000 £ 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 elevate 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.
- You value in‑office culture for motivation; this role is remote so we're seeking self‑starters.
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. We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget.
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
- For US employees, top‑notch health insurance for you and your dependents with all premiums covered by us.
Compensation Range €48K - €104K
Equal Employment Opportunity Statement 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.
Product Support Engineer - EMEA in London employer: Multicoin
At Ashby, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Product Support Engineer in the EMEA region, you'll benefit from competitive salaries, unlimited PTO, and a strong commitment to employee growth through continuous learning opportunities. Our inclusive environment encourages you to thrive while making a meaningful impact on customer experiences and product development.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Engineer - EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Multicoin. 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 Multicoin 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 - EMEA 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 Multicoin:Your cover letter is your chance to shine! Tell us why you want to work at Multicoin 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 Multicoin!
How to prepare for a job interview at Multicoin
✨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.
