Responsibilities
- Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team.
- Developing workflow automation allowing for better team cohesion and efficacy.
Requirements
- You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.
- You’re curious—both when addressing customers and when creating solutions that improve our workflows. You seek the answers beyond what’s on the surface.
- You have strong problem-solving skills. You’re skilled at both defining the scope of a problem and creating a comprehensive solution.
- You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.
- You prioritize ownership in finding solutions for customers. When given a problem, you proactively make decisions rooted in principled thinking to solve it.
- You have offered B2B support to customers, ranging from small business through enterprise organizations.
Benefits
- 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 with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
- If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.
Additional Information
- You can share your preferred working hours in your application.
- This role will follow either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs.
- You should not apply if: - You avoid getting in the weeds of solving technical problems; each member of our support team is highly technical and capable of solving deeply complex tickets. - You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit. - You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area. - You value in-office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self-starters!
