Product Support Specialist - Australia

About the Position

Product Support Specialist - Australia

We're excited to share that we're hiring a Product Support Specialist in the APAC region, specifically in Australia 🎉.

Over the past few years, we’ve built a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. By joining the team, you’ll contribute to delivering that same world-class experience.

Responsibilities

• Handle complex SaaS troubleshooting from first report through resolution
• Isolate configuration issues, reproduce ambiguous behavior, and communicate clearly
• Explain technical issues concisely and think systematically
• Develop workflow automation for better team cohesion and efficacy
• Absorb and synthesize highly technical work from our Engineering Team
• Guide customers through detailed workflows and best practices

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 empathy in customer interactions
• Ability to balance investigation, customer communication, and escalation quality
• Experience in B2B support across company sizes, from SMB to enterprise

Nice to Have

• Experience with workflow automation
• Prior experience in a similar role within a SaaS company

We Offer

• Competitive salary range: A$89K – A$105K
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended 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, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: Ashby

We are well funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. Following our Series D in 2025, we’re continuing to grow ARR at more than 100% year over year, serving over 4,000 customers, including industry leaders like Snowflake, OpenAI, Shopify, Ramp, Notion, Reddit, and Zapier (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers. It's the perfect time to join! 🚀

About Go To Market

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 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.

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.

Interview Process

Our interview process is thorough-we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• 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

Throughout our interview process, you will be evaluated on both technical reasoning and communication precision.

Onboarding Process

Ashby is a highly complex product, and we invest a lot of time in ensuring our support team members are experts on the platform. Your first 30 days will focus primarily 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, all while continuing to build confidence and depth in the platform.

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 Range: A$89K - A$105K