Ashby
Product Support Engineer - NAMER
$75K–$140K
Remote - US +1 · Remote · Full-time · Posted Oct 27, 2026
- Location
- Remote - US
Remote - Canada
About the job
Investigates complex customer-facing technical issues involving integrations, APIs, data, and product behavior, resolving them through Support or preparing validated escalations for Engineering.
What you'll do
- Investigate complex issues end to end and resolve them or escalate with evidence, reproduction steps, customer impact, and a root-cause hypothesis when possible.
- Identify recurring issues and improve documentation, enablement, tooling, processes, and product feedback in partnership with Product and Engineering.
- Contribute to AMER support coverage and operating practices, and bring regional customer patterns to the global Support Engineering team.
What they ask for
- Experience in a hands-on, customer-centric technical role independently investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior.
- Comfort moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
- Ability to distinguish configuration, data, documentation, or enablement issues from product defects and clearly explain the reasoning.
- Ability to write precise investigations and communicate thoughtfully with technical and non-technical audiences across time zones.
Pay
$75K – $140K (currency not stated; base salary or total pay not specified)
Tools
Plain, GitHub, Datadog
Model-written summary · the original posting is authoritative