Taking applicationsTechnical Support·Posted 8d ago
Product Support Engineer ‑ APAC
AshbyVerified company
Australia New Zealand Singapore South Korea Japan
Pay
$36.5–$42/hr
Job type
Full-time · Remote
Hours
APAC hours
Location
Australia New Zealand Singapore South Korea Japan
EnglishMid level
About the role
Technical support engineering role for Ashby’s APAC team, handling escalated customer issues involving APIs, integrations, logs, data, and workflows. It is the first APAC Support Engineer position and includes building regional coverage and handoffs with EMEA and AMER.
What you'll do
- Own complex technical issues from intake through resolution or escalation
- Validate escalations and give Engineering clear reproduction steps and evidence
- Build trusted relationships with Support, Engineering, Product, Customer Success, and customers
- Identify recurring problems and turn them into documentation, enablement, tooling, or process improvements
- Partner with Product and Engineering on recurring product improvements
- Build APAC coverage and handoff model with EMEA and AMER teammates
- Track resolution speed, escalation quality, and customer effort
What you'll need
- Hands-on customer-centric technical role experience
- Independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior
- Distinguish configuration, data, documentation, or enablement issues from product defects
- Write precise investigations for technical and non-technical audiences
- Communicate across time zones
- Improve systems through documentation, enablement, tooling, or process design
- Want to be first technical owner for APAC
Skills
API troubleshootingIntegrationsLog analysisDatabase investigationData mapping and migrationsRoot-cause analysisTechnical documentationCross-functional communication
Benefits
Paid time offHealth insuranceEquipment provided$1,200 learning budget$2,000 home-office setupStock optionsCompany offsites
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Applications close on 18 November.