About the RoleThis role sits at the intersection of Customer Success, Product, and Support - bridging deep technical acumen with strong customer-facing skills. You'll serve as a subject matter expert (SME) on complex product areas and integrations, working hands-on with customers via live engagements and expanding our team's technical delivery capabilities. You'll bring both product expertise and a consultative mindset, playing a critical role in implementations and integrations.
What you'll do:- Serve as a post-sales technical SME on complex product integrations, including enterprise identity and access management (IAM), workplace integrations, and custom APIs, supporting both internal teams and customers during implementations, early access product releases, and advanced configurations.
- Lead customer-facing technical engagements, including discovery sessions, best practice consulting, and hands-on configuration of technical workflows.
- Collaborate with Product to surface emerging technical pain points for exploration and stay ahead of new product capabilities that inform our customer engagements.
- Enable our Technical Support team to focus on break/fix issues for existing configurations while you work upstream with customers to design and launch those configurations.
- Execute solutions explored in pre-sales conversations to ensure continuity between customer expectations and delivered outcomes.
- Translate technical depth into scale, converting insights and one-off solutions into documentation, playbooks, tooling, or enablement content for wider reuse when appropriate.
What success looks like:- Customers receive enterprise-grade technical guidance and configuration support during implementation and post-live optimization activities
- Ashby expands its customer offerings while enabling more effective specialization of responsibilities with cross-functional partners like Product and Support
- Professional Services opens new revenue streams via defined technical services offerings
- Technical workstreams operate collaboratively with core implementation workstreams and customer success motions
- Custom solutions are documented and scaled for use with other customers
You could be great for fit it you:- Are a technical generalist who can go deep quickly on topics like M365 and Google Workspace configurations and API-driven custom integrations.
- Have prior experience as a Solutions Consultant, Sales Engineer, Technical Implementation Specialist, or Product Manager, working with a complex SaaS product.
- Can distill complex concepts for functional Talent Acquisition stakeholders (e.g., Recruiting Operations Managers), technical admins (e.g. HRIS or IT stakeholders), and executive decision-makers (e.g. VP of Talent).
- Love live customer interaction, and enjoy solving problems in real time with users.
- Thrive in ambiguity and are resourceful and self-directed- you're excited to build the solution if it doesn't yet exist.
- Care deeply about product quality, clarity, and consistency - and want to help us raise the bar through every customer touchpoint.
You might not be a fit if:- You're looking for a purely behind-the-scenes role with little customer interaction.
- You prefer to specialize in a narrow technical domain rather than working across multiple feature sets.
- You want strict role boundaries - this job blends technical depth with customer-facing work, and flexing between both is key.
- You're uncomfortable with ambiguity or iterative problem solving - this role often works in emerging areas without pre-defined solutions.
- You rely heavily on handoffs or checklists - success here often requires defining and owning an issue end-to-end, even if it's messy.
Our PhilosophyHere are a few key points (relevant to the go-to-market side) 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 a lot easier to sell.
- We want 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 hire and compensate accordingly.
- 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.
The InterviewAt Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:
- 30 min - Recruiter Screen with Talent Team
- 45 min - Interview with Head of Professional Services (Hiring Manager)
- Take Home Exercise (one week to complete)
- 60 min - Interview with Integrations Consultant and Product Manager
- Final Round:
- 30 min - Interview with VP of Customer Success
- 30 min - Interview with CEO
- 10 min - Closing Questions with Hiring Manager
