• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met. • Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership. • Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed • Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties. • Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics. • Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs. • Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts. • Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally. • Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support. • Obtain and maintain technical issue troubleshooting proficiency

• 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 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.

• Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone • Identify customer needs and help customers use specific features • Manage weekly status calls with our customers • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Documentation of customer-specific processes • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are resolved • Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends • Gather customer feedback and share with our Customer Success, Engineering and Product Teams

Role Description We are looking for a Senior Technical Support Analyst to assist our customers with technical problems when using our products and services. Software Technical Support Analyst responsibilities include: - Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone. - Identify customer needs and help customers use specific features. - Manage weekly status calls with our customers. - Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users). - Update our internal databases with information about technical issues and useful discussions with customers. - Documentation of customer-specific processes. - Inform customers about new features and functionalities. - Follow up with customers to ensure their technical issues are resolved. - Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends. - Gather customer feedback and share with our Customer Success, Engineering and Product Teams. Qualifications - Experience as a Software Technical Support Analyst or similar role. - Worked in the software industry. - Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages. - Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools. - Excellent communication and problem-solving skills. - Patience when handling tough cases is a must. - Multi-tasking abilities. - Applicants must be willing to work on a shifting schedule to support clients across different time zones. - SQL or PostGres skills is a plus. - BSc in Information Technology or relevant diploma is a plus. Benefits - Work from anywhere within PH - we are a fully remote company. - Flexible PTO - We offer 15 days of paid holiday per year + PH Public Holidays. - 3 days of paid sick leave added to holiday entitlement. - We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays. - Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location. - Work with a diverse, international team.