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Added 1 hour ago
Technical Architect Contracts (Computer Services Officer 4)
The Government of Nova Scotia
Halifax, NS
Reporting to the Manager, IT Assets, Finance and Procurement, as the Technical Architect Contracts, you will be responsible to manage the financial viability and sustainability of our…
Added 1 hour ago
AI
Senior CDN & Edge Reliability Engineer
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
- Full-time
Own end-to-end monitoring of the controlled surface: CDN and edge configuration, DNS, certificates, cache and invalidation health, and every third-party integration on the page – Search,…
Added 1 hour ago
VC
Adobe Experience Manager (AEM), SRE - CDN and Edge Delivery
VK CONSULTING SERVICES
Canada
- Full-time
The role focuses on the reliability, performance, monitoring, and production support of high-traffic public websites powered by Adobe Experience Manager. Key technical areas include CDN and…
Added 1 hour ago
B
UAT Manager
BMO
Toronto, ON · YNG
- Full-time
Performs user acceptance testing for projects of various complexities, including but not limited to developing & managing the test strategy, creating & reviewing test cases to ensure…
Added 1 hour ago
3T
Site Reliability Engineer
360 Technology
Toronto, ON
- Full-time
…and the observability practice that has to be built from real-user telemetry and edge logs rather than a traditional server logs. On this platform, page performance is not a quality…
Added 1 hour ago
T
Full Stack Architect - MDM/Customer 360
TD
Toronto, ON
- Full-time
…capabilities of assigned Journeys and Platforms through the end-to-end lifecycle (i.e., frontend, backend, database and debugging of applications or…
Added 2 hours ago
S
Senior PM
SynergyLoft
AB · Edmonton, AB
- $95 to $102 CAD / hour
- Contract
Support data migration, system integration, testing, user acceptance testing, cutover planning, deployment, and post-implementation stabilization activities.
Added 3 hours ago
GT
ADMS Test Manager
Grid Transformation
Canada
- Full-time
We are seeking an ADMS Test Manager who can connect electric-distribution operations, delivery risk, and structured test management. You will work with control-room personnel, distribution…
Added 3 hours ago
M
Senior I&IT Project Manager
Metrolinx
Toronto, ON
- Full-time
Our Digital Delivery team is looking for an experienced Senior Project Manager to lead the delivery of complex digital and technology initiatives in a fast-paced environment. The successful…
Added 4 hours ago
TC
Adobe Site Reliability Engineer
Tata Consultancy Services
Toronto, ON
- $100,000 to $130,000 CAD / year
- Full-time
Own end-to-end monitoring of the controlled surface: CDN and edge configuration, DNS, certificates, cache and invalidation health, and every third-party integration on the page – Search,…
Added 5 hours ago
TC
Manager, Data, Reporting & Platform Enablement
The Citco Group Limited
Toronto, ON
- Full-time
…Product leader, this area will define how services should run end to end, shape scalable products and solutions, support complex client implementations, and ensure client commitments are…
Added 5 hours ago
TC
Manager, Digital Workflow, Automation & AI
The Citco Group Limited
Toronto, ON
- Full-time
…Product leader, this area will define how services should run end to end, shape scalable products and solutions, support complex client implementations, and ensure client commitments are…
Added 6 hours ago
PH
In-Hospital Replenishment Lower Mainland Supervisor Analyst (Casual)
Provincial Health Services Authority
New Westminster, BC
- Part-time
Communicate with end user areas by obtaining necessary information on requisitions, prices and problem orders. Request vendors to expedite orders, identify department requirements,…
Added 9 hours ago
E
JD Edwards EnterpriseOne Applications Manager.
ERPrecruit
Toronto, ON · Greater Toronto Area, Canada
- $125,000 to $147,500 CAD / year
- Full-time
The JD Edwards Application Manager role is part of the organization’s JDE E1 team. The role works directly with business users, process owners, management, and IT/IS teams to support Oracle…
Added 9 hours ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 15 hours ago
H
Manager IM/IT
Hays
Ottawa, ON
- $106,000 to $132,000 CAD / year
- Full-time
IT Operations & Service Delivery: Lead a team of IT professionals supporting end-user computing, service desk operations, cloud services, on-premises infrastructure, and enterprise…
Added 16 hours ago
B
Senior Developer
BMO
Toronto, ON · BMOPLACE
- Full-time
The Senior Developer is responsible for driving the end-to-end software development lifecycle, collaborating across functional teams to transform business requirements into technical…
Added 17 hours ago
E
Manager, Developer Experience & AI Enablement
Eyeline
Vancouver, BC
- $205,000 to $305,000 CAD / year
- Full-time
…someone with a proven track record of leading teams who build and support software development tools and release pipelines using both traditional and AI-powered…
Added 17 hours ago
Supervisor IT Client Services (E26-185)
FortisAlberta
Airdrie, AB
Where applicable, the Supervisor IT Client Services will assist in overseeing the security, integrity, and safety and support of FortisAlberta computer equipment and mobility devices and…
Added 17 hours ago
A
Project Manager
Affinity
Vancouver, BC
- Contract
On behalf of our Healthcare Client, Affinity is seeking a Project Manager who has led the technology side of an office relocation, consolidation, new build, or fit-out end to end, including…
Added 18 hours ago
SR
MVOP IMIT Project Manager
Swim Recruiting
Vancouver, BC
- Contract
…networking, telecommunications, audiovisual systems, printing, end-user computing and the processes needed to support these…
Added 18 hours ago
B
Facility Manager III
BGIS
Vancouver, BC
- Full-time
The Facility Manager III ensures that client facilities are operated and maintained cost-effectively, safely, efficiently as per the operating parameters of the Statement of Work and…
Added 18 hours ago
B
Facility Manager III - Future Opportunities
BGIS
Vancouver, BC
- Full-time
The Facility Manager III ensures that client facilities are operated and maintained cost-effectively, safely, efficiently as per the operating parameters of the Statement of Work and…
Added 19 hours ago
P
Senior Product Manager, Digital Assets Squad
Purpose
Toronto, ON
- Full-time
Purpose Unlimited is looking for a Senior Product Manager to bring dedicated, full-time leadership to the Digital Assets Squad - owning the roadmap, the figures of merit, and the ship date…
Added 19 hours ago
P
Senior Product Manager, Fund Management
Purpose
Toronto, ON
- Full-time
…management business. This cross-functional team is accountable, end to end, for transforming how Purpose runs its investment fund operations – moving fund accounting, performance, trading…

Ashby

Product Support Engineer - NAMER

Canada

Compensation Range: $75K - $140K · Full-time

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Job details

Pay: Compensation Range: $75K - $140K
Job type: Full-time
Posting language: English
Posted: Sep 22, 2026

Original job description

Hello!

I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Product Support Engineer in AMER.

We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a growing AMER Support Engineering team of four and contribute to how we support customers across the region. We staff across regions rather than relying on on-call rotations; we’ll discuss the specific schedule for this opening during the process.

Not sure which Support role is right for you?

We’re hiring for both Product Support Specialist and Product Support Engineer roles.

Support Specialist owns cases and customer communication end-to-end. Troubleshoots complex issues by navigating internal tooling - audit logs, user experience testing, and API testing - to help customers reach successful outcomes.
Support Engineering serves as the escalation point between Support Specialists and Product Engineering. Owns integrations, supports data mapping and data migrations for customers, and resolves escalated tickets that don't require product code changes.

Please choose the role that best reflects your experience and interests rather than applying to both. If another Support role seems like a closer match, we’ll consider that in our review.

About The Role

Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows - using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect.

You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible. You’ll also identify recurring issues, improve documentation and enablement, and partner with Product and Engineering on improvements. As a Support Engineer in AMER, you’ll work alongside four Support Engineers in the region, help shape the operating practices and handoff norms the team is continuing to develop, and bring AMER customer patterns to a global team.

What You’ll Own

Own complex technical issues from intake through resolution or escalation - investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.
Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers.
Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team.
Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

You Should Apply If

You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.
You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
You can distinguish a configuration, data, documentation, or enablement issue from a true product defect - and explain your reasoning clearly.
You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones.
You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design.
You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works.

You Should Not Apply If

You’re looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership.
Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment - and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed troubleshooting.
You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself.
You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes.
You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions.
You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works.

About Ashby

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com.

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 and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership.

Intro call with Recruiting - 30 min
Take-home assessment - 5 days to complete
Hiring Manager interview - 45–60 min
Virtual onsite - 120 min

Meet the team - 30 min
Technical & integration skills - 45 min
CS and Support leadership - 30 min
Closing questions - 15 min

Onboarding

Your onboarding will combine Ashby-wide product and company training with a Support Engineering-specific ramp plan. You’ll learn the product and support workflow, get familiar with the tools and systems used for technical investigations, and build relationships across Support, Product, and Engineering. With support from your manager and onboarding buddy, you’ll take on increasingly complex investigations as you build context, with regular check-ins throughout your first 90 days.

Benefits

Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.

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 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.
A $1,200 annual learning and professional-development budget.
A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

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: $75K - $140K

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More about this job

Responsibilities

Investigate complex customer issues involving APIs, integrations, logs, data, configuration, permissions, reporting, and workflows, resolving them through Support or escalating validated product defects to Engineering. Improve documentation, enablement, tools, and processes while collaborating with Support, Product, Engineering, and customers and contributing to AMER coverage practices.

Requirements

Candidates should have hands-on experience in a customer-centric technical role and be able to independently investigate ambiguous SaaS issues using APIs, logs, databases, and application behavior. They should communicate precise findings to technical and non-technical audiences, distinguish product defects from configuration or data issues, and take ownership of improvements beyond individual tickets.

Skills

Technical Troubleshooting
API Investigation
Integration Support
Log Analysis
Database Investigation
Data Mapping
Data Migration
Root-Cause Analysis
Issue Reproduction
Technical Documentation
Customer Communication
Cross-Functional Collaboration
Workflow Analysis
Escalation Management
Process Improvement
Product Defect Validation

Benefits

Stock Options With a 10-Year Exercise Window
Unlimited Paid Time Off
12 Weeks of Fully Paid Family Leave in the US
Annual Learning and Professional Development Budget
Home Office Setup Budget
Company-Provided Laptop
Extended Health Benefits
Company and Team Offsites
Local Meetups
Virtual Events

Visa sponsorship

Not detected in the job text

Hiring contact

Allie

Keywords

SaaS
APIs
Integrations
Datadog
GitHub
Plain
Databases
Codebase
Audit Logs
Data Mapping
Data Migration
Permissions
Reporting
Workflows
Root-Cause Analysis
Issue Reproduction
Product Defects
Technical Escalations
Customer Support
Support Engineering
Documentation
Enablement
Process Improvement
Product Feedback
Customer Success
Cross-Functional Collaboration

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