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Added 13 mins ago
SI
Lead Java Developer - Strong in Spring Boot, Struts and Angular
Smart IT Frame LLC
Toronto, ON
- Contract
Seeking a Specialist with 7 years of experience in Java Frameworks to design develop and maintain scalable microservices based applications using Spring and Spring Boot
Added 13 mins ago
AA
Spécialiste en Système EWIS/ Electrical Wiring Interconnection System Specialist
Airbus Aircraft
Montreal, QC
- Full-time
Electrical Wiring Interconnection System Specialist
Added 43 mins ago
HR
Technical Safety Specialist
Hitachi Rail
Toronto, ON
- Full-time
The Technical Safety Specialist provides technical safety leadership to the safety team, is responsible for enforcing the safety strategy, developing and continuously improving safety…
Added 43 mins ago
HR
Technical Safety Specialist
Hitachi Rail
Burnaby, BC
- Full-time
The Technical Safety Specialist provides technical safety leadership to the safety team, is responsible for enforcing the safety strategy, developing and continuously improving safety…
Added 1 hour ago
SD
Genesis Program - Canada Services Associate Consultant
Siemens Digital Industries Software
Oakville, ON
- Full-time
Are you a highly motivated individual with a passion for the latest engineering and manufacturing software trends including Edge Computing, IOT, and cloud-based solutions? Do you have the…
Added 2 hours ago
MN
Safety Consultant
Matchtech North America
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…on major railway projects across Canada? As a System Safety Specialist, you’ll play a pivotal role in developing and maintaining the System Safety Management System for railway projects.…
Added 2 hours ago
HT
Industrial Software Validation
Husky Technologies
Bolton, ON
- Full-time
The Software Validation Specialist plays a key role in our Innovation and Sustainability Team, responsible for developing and executing comprehensive testing strategies to ensure industrial…
Added 2 hours ago
UO
Administrative Assistant to the Chair
University of Waterloo
Waterloo, ON
- Full-time
Faculty of Engineering - Systems Design Engineering - Administration
Added 2 hours ago
SP
Solutions Architect, Salesforce Migrations (Data360, Revenue, Tableau, or Marketing Clouds)
Salesforce Partner Canada
Toronto, ON
- Full-time
…customers, coordinating with our Global Delivery Center (GDC) engineering partners, and ensuring every engagement drives real, measurable value as customers move to modern cloud…
Added 5 hours ago
CA
Systems Integrator – Honeywell Safety Manager (SIS) Specialist
Cybertech Automation Inc
Edmonton, AB
- Full-time
Cybertech Automation designs and implements Industrial Control Systems and Industrial Software for clients spanning multiple industries. By providing an Automation focused workforce (EI&C)…
Added 6 hours ago
Specialist Product Ownership - BI Solution (12-months contract)
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
Job Title: Specialist Product Ownership - BI Solution (12-months contract)
Added 6 hours ago
A
Implementation Consultant - Americas
Ashby
Canada
- Full-time
…implementations, you will partner closely with an Implementation Specialist to confirm customer requirements before leading the tailored configuration of native platform functionality. As…
Added 6 hours ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
The Software Analyst contributes to the design, development, integration, and testing of low- to medium-complexity operationally critical and safety-critical software systems within the…
Added 6 hours ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
The Software Analyst contributes to the design, development, integration, and testing of low- to medium-complexity operationally critical and safety-critical software systems within the…
Added 9 hours ago
A
Product Support Engineer - NAMER
Ashby
Canada
- Full-time
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…
Added 9 hours ago
BC
Electrical and Control Technical Specialist
BBA Consultants
Thunder Bay, ON
- Full-time
As an electrical and control technical specialist, you’ll play a key role in delivering high-quality process control, automation, instrumentation and electrical services across industrial…
Added 10 hours ago
VP
Project Control Specialist
Vancouver Pile Driving
North Vancouver, BC
- $90,000 to $110,000 USD / year
- Full-time
Vancouver Pile Driving Ltd. (VanPile) is seeking an Intermediate Project Controls Specialist to join our team at our Head Office in North Vancouver, BC. Reporting to the Project Controls…
Added 10 hours ago
DC
Technical Specialist, Project Management
Defence Construction Canada
Cold Lake, AB
- Full-time
The Technical Specialist, Project Management, provides project management services to support the delivery of routine to moderately complex infrastructure and environmental projects. The…
Added 10 hours ago
DC
Technical Specialist, Real Property Management
Defence Construction Canada
Cold Lake, AB
- Full-time
We’re looking for a Technical Specialist, Real Property Management who thrives in a dynamic environment and enjoys solving complex facility and infrastructure challenges. In this role, you…
Added 10 hours ago
DC
Technical Specialist, Project Management (Project Assistant)
Defence Construction Canada
Petawawa, ON
- Full-time
Our Project and Program Management team is looking for a dynamic and detail-oriented Technical Specialist, Project Management (Project Assistant) to support innovative infrastructure and…
Added 11 hours ago
IT
Manufacturing Quality Specialist
Ideon Technologies
Richmond, BC
- Full-time
…an advanced suite of proprietary data-generation hardware, software, physical AI, and multi-physics fusion that provide x-ray-like visibility deep underground and unlock the exponential…
Added 11 hours ago
AC
Electrical, Instrumentation & Control Specialist
Artelia Canada
Montreal, QC
- Full-time
Within the Telecommunications Department, as an Electrical, Instrumentation & Control (EIC) Specialist:
Added 11 hours ago
HS
Software Support Specialist
Henry Schein One UK
Surrey, BC
- Full-time
We are seeking a Software Support Specialist to join our Academic Support team, focusing on complex frontline application support for our on-premises enterprise application.
Added 11 hours ago
F
Senior Product Manager, Financial Infrastructure
Float
Remote, Canada
- Full-time
- Remote
…infrastructure. Reporting to the GM, Banking, you'll work across three engineering squads to build and maintain the infrastructure behind our corporate cards, payments, FX and banking…
Added 13 hours ago
N
Marketing Specialist
NexaVolts
Vaughan, ON
- Contract
…development, customer communications, and sales support. The Marketing Specialist will work closely with NexaVolts’ sales, engineering, and technical teams to understand customer…

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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