Product Support Engineer, Ashby
$90-110k
+ Equity
All-in-one recruiting software
Open for applications
All-in-one recruiting software
101-200 employees
Open for applications
$90-110k
+ Equity
101-200 employees
Company mission
To redefine the applicant tracking system (ATS) category, providing talent teams with analytics, workflows and automation.
Role
Who you are
- Technical Expertise: Strong understanding of software applications, debugging, and problem-solving. Experience with diagnosing complex Workday HCM integration challenges
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Detail-oriented when documenting reproduction steps and consolidating relevant information to report technical issues internally
- Customer-Focused: A passion for delivering outstanding customer service and a commitment to ensuring a positive customer experience
- Team Collaboration: Ability to work effectively within a team and independently, with a proactive approach to solving problems
- Adaptability: Comfortable working in a dynamic environment with the ability to adapt to product updates and processes improvements quickly
- You have obtained a Workday certification for Workday HCM and have strong familiarity with the Workday HCM data model
- You have a strong technical background, particularly in integrations, and enjoy solving complex problems
- You are passionate about helping customers and providing a top-notch support experience
- You have excellent communication skills and can convey technical information clearly to various audiences
- You thrive in a collaborative environment and enjoy working closely with engineering teams
- You are proactive, detail-oriented, and always looking for ways to improve processes
What the job involves
- As a Support Engineer, you will be at the center of providing an excellent experience to customers by diagnosing and resolving technical issues ensuring a high level of customer satisfaction through effective communication and problem-solving
- You will assist with investigating and resolving technical issues that come to Support while identifying patterns in customer inquiries to drive product improvement, as well as opportunities to enable our Support team on technical concepts
- Your knowledge of integrations and platforms like Workday will be key to your success, as you'll leverage this expertise to address customer inquiries related to system integrations, data flow, and product functionality
- You’ll be a key contributor to our documentation and enablement strategy while collaborating with Engineering and Support to address complex issues
- Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports
- Expertise in Integrations: Leverage in-depth understanding of Workday HCM data structures, integration frameworks, and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes
- Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued
- Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products
- Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base
- Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements
- Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform
Application process
- Intro Call with Recruiting - 30 Minutes
- Take Home Assessment - 1 week to complete
- Hiring Manager Interview - 45-60 Minutes
- Virtual Onsite - 120 Minutes
- Deadline: 22 October 2024 at 17:00 BST
Our take
Reportedly, 50% of employers don’t use applicant tracking systems, largely because of blockers with implementation or insufficient buy-in from top management. Ashby's co-founder and CEO, Benji Encz, experienced first-hand how existing solutions failed to support hyper-growth hiring needs whilst working at PlanGrid, which is in part what led to the creation of the company.
Ashby is looking to redefine the ATS category - providing talent teams with analytics, workflows and automation - and intends to replace solutions from well-established vendors like Greenhouse and Lever with algorithms. The company's AI can schedule interviews and infer demographic data, which clients use for aggregate analyses of DEI hiring metrics.
The market for recruitment software could potentially reach $3.5 billion by 2030. Unsurprisingly, there is now a growing number of startups emerging to compete for a slice of it. Despite the crowded market and having only emerged from stealth in 2022, Ashby has already secured over 500 clients (including high-profile customers like Notion and Figma). The company has also attracted impressive funding which will be used to expand its product offering beyond what is typically expected from an ATS.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2024
$30m
SERIES C
Sep 2022
$21.5m
SERIES B
Total funding: $64.5m
Company benefits
- Unlimited PTO with four weeks recommended per year
- 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
- Generous equipment, software, and office furniture budget
- $100/month education budget with more expensive items (like conferences) covered with manager approval
- Twelve weeks of fully paid family leave 🇺🇸
Company values
- Apply Principled Thinking Over Experience
- Reflect On And Optimize How You And Your Team Use Your Time
- Apply Thoughtful Communication
- Prioritize Ownership
- Be Frustratingly Patient About Hiring
- Optimize For The Long Term, But, Move With Urgency
- Aim High
- Push For Continuous Improvement
- Care Deeply About Our Customers
- Foster Constructive Debate And Feedback
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Benjamin Encz
(Co-Founder & CEO)Previously the Director of Engineering and Part-Time Recruitment Operations at PlanGrid. They also worked as a Software Engineer at Make School and was a Lecturer at Baden-Wuerttemberg Cooperative State University (DHBW).
Abhik Pramanik
(Co-Founder)VP of Engineer at Ashby. Previously a Senior Product Manager at Lob and a Senior Product Manager at PlanGrid.
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