Product Support Engineer - EMEA
Role Summary
Join Ashby as a Product Support Engineer in EMEA, leading technical support for integrations and escalated issues in a global team.
About the Organisation
Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect.
You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As Ashby’s first Support Engineer in EMEA, you’ll establish regional operating practices and handoff norms across European time zones while bringing EMEA customer patterns to a global team.
Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com.
We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:
We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.
- 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 strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.
Working Conditions
Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.
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. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.
Compensation: £75K – £104K • Offers Equity • Multiple Ranges
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- 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. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- A $1,200 annual learning and professional-development budget.
- A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
- Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.
- Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
- UK - London • £85K – £104K • Offers Equity
- UK - Remote • £75K – £91K • Offers Equity
- EUR - Dublin, Denmark, Amsterdam, Stockholm • €85K – €104K • Offers Equity
- EUR - Ireland, Germany, Netherlands, France • €75K – €91K • Offers Equity
- EUR - Italy, Spain, Portugal, Romania, Lithuania, Bulgaria, Czech Republic, Other • €65K – €79K • Offers Equity
Application Information
- 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.
- You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
- You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly.
- You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones.
- You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design.
- You want to be the first technical owner for EMEA and are energized by building regional structure within a global team.
- You’re looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership.
- Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting.
- You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself.
- You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes.
- You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions.
- You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works.
Requirements
Eligibility Criteria
Eligibility details for international applicants, including those from Africa, are unclear in this job listing.
⚠️ Disclaimer: PathwayAI Africa does not guarantee employment, scholarships, visas, or admission. Always verify all opportunities through official sources before submitting personal information.
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