Hiring: Product Support Engineer - Americas Company: Ashby Location: United States Job Posted Time: 2026-09-16 21:44:27 Employment Type: On-site Target Skills & Keywords : AI, Datadog, GitHub, SaaS, Shopify, Snowflake, User Experience About the job Required Skills: •Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved. •Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues. •Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers. •Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback. •Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement. •Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team. •Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence. •You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior. Compensation: •$75,000 - $140,000 / year •Unlimited PTO with four weeks recommended per year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!