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Added 12 mins ago
CC
Manager, Communications
Canadian Cancer Society
Prince George, BC
- Full-time
As a member of the Communications team at the Canadian Cancer Society (CCS), the Mission Communications Manager is primarily responsible for developing communications strategies, plans and…
Added 12 mins ago
EN
QHSE Administrator (Contract position up to 18 months)
Echo NDE
AB · Red Deer County, AB
- Full-time
Provide Safety and Quality Managers with accurate and timely information to support reliable safety and quality reporting and metrics.
Added 12 mins ago
EN
Operations Coordinator
Echo NDE
AB · Red Deer County, AB
- Full-time
…and a high-quality product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 12 mins ago
CN
S&T Operational Excellence Specialist
Canadian Nuclear Laboratories
Chalk River, ON
- Full-time
…across the organization to drive operational effectiveness, support compliance with key requirements, and contribute to the success of CNL’s science and technology programs. If you answered…
Added 12 mins ago
H
Senior Director, Global Delivery Lead - Data Retention
Hays
Waterloo, ON
- Contract
…managers and workstream leads, and engage senior business and technology leaders to resolve issues and maintain…
Added 12 mins ago
MR
Client Account Manager
MicroAge Regina
Regina, SK
- Full-time
We are looking for an experienced Client Account Manager to manage a portfolio of existing clients, understand their businesses, and help them make informed technology decisions.
Added 12 mins ago
D
Fixed-Term Marketing Manager, Home
Dyson
Toronto, ON
- Full-time
Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in Canada in 2006 with our…
Added 12 mins ago
NW
Senior Purchasing Manager (Food Manufacturing)
Newly Weds Foods
Mississauga, ON
- Full-time
Demonstrates the ability to supply cost effectiveness by keeping abreast of the latest ingredient technology and commodity market information
Added 12 mins ago
EN
CEDO Technician
Echo NDE
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…team. This full-time position will report into the Division Manager and support operations throughout…
Added 12 mins ago
EN
API 653 Inspector
Echo NDE
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…and a high-quality product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 12 mins ago
TS
Licensed Practical Nurse (Casual)
The Salvation Army in Canada
AB · Edmonton, AB
- Part-time
The LPN working at Grace Manor reports to the Unit Manager and must demonstrate knowledge and be familiar with care of mental health clients. The LPN working at Supported Housing reports to…
Added 14 mins ago
Key Account Manager (Bilingual French)
Questrade Financial Group
Toronto, ON
…services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and…
Added 14 mins ago
Gas Fitter - Hinton, AB
Superior Plus Propane Talent Acquisition
Hinton, AB
We are seeking a Gas Fitter to join our team in Hinton, AB. Reporting directly to the District Manager, the role is responsible for installing and servicing residential and commercial…
Added 14 mins ago
CC
Senior Contract Manager, Contract Structuring
Canadian Commercial Corporation
Ottawa, ON
- $100,589 to $115,428 CAD / year
- Full-time
…suppliers across sectors including aerospace, defence and security, information and communications technology, cleantech and energy, and public infrastructure. If you want to support…
Added 28 mins ago
S
Director, Digital Experience Platforms
Sobeys
Mississauga, ON
- Full-time
Bachelor's degree in Computer Science, Software Engineering, Information Technology, or related discipline.
Added 28 mins ago
ES
Analyste, Soutien technique - Bilingual IT Service Desk Analyst - Express Scripts Canada
Express Scripts Canada
Mississauga, ON
- Full-time
…expertise professionnelle, nos systèmes de pointe en gestion de l’information ainsi que notre technologie. Express Scripts Canada est une filiale en propriété exclusive d’Express Scripts,…
Added 30 mins ago
Director, Human Resources
Canadian Bar Association
Ottawa, ON
Streamline and simplify HR and payroll processes, including full adoption of existing HR system functionality, with the Director, Information Technology
Added 30 mins ago
GE
Field Support Analyst
GFL Environmental Inc.
Vaughan, ON
- Full-time
Reporting to the ITSS Regional Manager, the IT Field Support Analyst provides essential technical support by balancing on-site field service and remote help desk assistance. In this…
Added 41 mins ago
WR
Manager, Stewardship & Impact
Waterloo Regional Health Network Foundation (WRHNF)
Kitchener, ON
- $73,950 to $86,700 CAD / year
- Full-time
The Manager, Stewardship & Impact strategically leads and executes comprehensive donor impact reporting and stewardship initiatives that drive donor retention, lifetime value, and loyalty.…
Added 41 mins ago
TB
Food truck manager
TWO BAY ENTERPRIZES LTD
Moosonee, ON
- Full-time
Workplace Hazardous Materials Information System (WHMIS) Certificate
Added 41 mins ago
WI
BIM Coordinator
WSP in Canada
Toronto, ON
- Full-time
The BIM Coordinator will take part in industrial and mining project operations for the Resources sector and support the Project BIM Manager’s strategy by managing day-to-day BIM-VDC…
Added 41 mins ago
CN
Indigenous Engagement Officer
Canadian Nuclear Laboratories
Chalk River, ON
- Full-time
Communicating project updates, disclosures, and information through email, phone, meetings, and events; responding to inquiries or escalating as needed to the Communications & Indigenous…
Added 41 mins ago
T
Tangerine Advisor, Growth - Tangerine
Tangerine
Toronto, ON
- Full-time
…bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of…
Added 41 mins ago
TP
Executive Assistant Office Manager
TDS Personnel
Toronto, ON
- $100,000 to $110,000 CAD / year
- Full-time
Seeking a highly organized, technologically savvy, and proactive Executive Assistant/Office Manager to provide comprehensive administrative support to the office and team. The ideal…
Added 41 mins ago
OT
Engineering Outreach Manager - Limited Term
Ontario Tech University
Oshawa, ON
- Internship
Job Summary: The Engineering Outreach Manager provides strategic leadership and oversees the development and long-term management of all Engineering Outreach programs, ensuring initiatives…

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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