Product Support Engineer - APAC
Ashby · Remote · Australia · New Zealand · Singapore · South Korea · Japan ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (APAC)
- First APAC hire
- API & Integration focus
- No production coding
- Unlimited PTO
Join Ashby as the first Support Engineer in APAC, expanding global coverage without traditional on-call rotations. You will bridge frontline Support and Product Engineering by resolving technical escalations involving APIs, data migrations, and integrations.
This position requires deep technical investigation to distinguish product defects from configuration issues. You will define regional collaboration models, improve documentation, and ensure high-quality escalations to the engineering team.
What you'll do
- Investigate complex technical issues involving APIs, logs, data, and workflows
- Determine if issues are resolvable by Support or require Engineering escalation
- Provide validated escalations with reproduction steps and root-cause hypotheses
- Build trusted relationships with Support, Engineering, Product, and customers
- Identify recurring problems to improve documentation, tooling, and processes
- Establish APAC coverage and handoff models with EMEA and AMER teams
- Track metrics like resolution speed and escalation quality
What you'll need
- Experience in customer-centric technical roles investigating ambiguous issues
- Comfortable navigating APIs, logs, databases, and code-level context
- Ability to distinguish configuration issues from true product defects
- Strong written communication for technical and non-technical audiences
- Proactive approach to improving systems via documentation and process design
- Eagerness to build structure across time zones as a regional owner
Stack
- Ashby
- Plain
- GitHub
- Datadog
How you'll work
- Fulfills APAC coverage requirements
- No traditional on-call rotations
- Collaborates globally across time zones
- Remote work environment
What you get
- 10-year exercise window for stock options
- Unlimited paid time off
- $1,200 annual learning budget
- $2,000 home-office setup budget
- Company-provided laptop
- Annual company and team offsites
- Statutory and supplemental health benefits
Hiring process
- Intro call with Recruiting (30 min)
- Take-home assessment (5 days)
- Hiring Manager interview (45–60 min)
- Virtual onsite including team meet, technical skills, and leadership interviews