Product Support Specialist - APAC

About the Position

We're excited to share that we're hiring Product Support Specialists in the APAC region 🎉. Join our team and contribute to delivering world-class customer support.

Location

• Singapore
• Japan
• Philippines
• South Korea

Employment Type

Full time

Compensation

• Singapore: SGD 80,000 – SGD 96,000 • Offers Equity
• Philippines: ₱801,000 – ₱1,061,000 • Offers Equity
• Japan: ¥6,409,500 – ¥7,800,000 • Offers Equity
• South Korea: ₩45,518,000 – ₩58,540,000 • Offers Equity

Responsibilities

• Handle complex SaaS troubleshooting from first report through resolution.
• Communicate technical issues clearly and concisely.
• Develop workflow automation to improve team cohesion and efficacy.
• Provide detailed and empathetic support to customers.
• Balance investigation, customer communication, and escalation quality in a fast-moving environment.

Requirements

• Comfortable owning complex SaaS troubleshooting.
• Ability to explain technical issues concisely and think systematically.
• Strong ownership in asynchronous environments.
• Keen attention to detail and a customer-first mindset.
• Experience in B2B support across various company sizes.

Nice to Have

• Experience with workflow automation.
• Familiarity with rapidly evolving products.

We Offer

• Competitive salary and equity options.
• Unlimited PTO with a recommendation of four weeks per year.
• Generous paid family leave.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with manager approval for more expensive items.

About the Company

We’re building the next generation of enterprise software, helping talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: Ashby.

About Go To Market

We view our Support team as an extension of the product itself, ensuring an optimal customer experience for customers across all market segments. We believe in building best-in-class products and customer experiences, and we value a strong sense of ownership, principled thinking, and thoughtful communication.

Interview Process

Our interview process is thorough and includes:

• Intro Call with Recruiting - 30 Minutes
• Take Home Assessment - 1 week to complete
• Hiring Manager Interview - 45 Minutes
• Skills Fit Interview - 45 Minutes
• Team Insights Interview + Hiring Manager Closing Questions - 30 Minutes

Onboarding Process

Your first 30 days will focus on onboarding and learning the product. With support and guidance, you’ll begin taking tickets in week one, so you can start getting to know our customers, our processes, and begin making an impact right away.

Equal Employment Opportunity

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.

Hiring Process Transparency

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.