Support Engineering Manager (Americas)

• Hi! I’m Allie, Head of Support at Ashby. 👋 I have had the privilege of working with an incredible Support Team full of highly knowledgeable, driven team members who care deeply about the success of our customers
• One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows
• That’s why we’re searching for our first Technical Support Engineering Manager to grow and shape the future of Support Engineering and Product Expertise at Ashby from the ground up
• In this role, you’ll manage a team of highly skilled Support Engineers and Product Experts, work closely with Engineering to refine escalation and triage practices, and help define how Support Engineering operates at Ashby
• This is a unique opportunity to shape a new area of the business and deliver direct impact to both our customers and our internal teams
• This is a unique opportunity to oversee our newly formed Support Engineering function and our specialized Product Experts, collaborate deeply with our Engineering and Product teams, and create scalable processes and systems for technical triage, debugging, and problem-solving
• If you love designing systems, building technical teams, and thinking holistically about how support can be a force multiplier across the business, you are in the right place!
• As the Support Engineering Manager, you will oversee a technically proficient team responsible for resolving complex product issues, supporting integrations and data workflows, and influencing product decisions through customer insights
• This team serves as a key escalation layer for high-priority technical challenges while creating proactive solutions to elevate the broader Support organization
• You’ll play a hands-on role in developing the team’s capabilities, guiding cross-functional processes, and building the systems that will allow Support Engineering to scale effectively as our business grows
• Since this is a new function, you’ll have the opportunity to define best practices, establish technical workflows, and build a strong partnership between Support and Engineering from day one
• Lead and develop a team of Support Engineers focused on technical depth, problem-solving, and customer impact
• Foster a culture of ownership, urgency, and high standards where problems are driven to resolution quickly and thoughtfully
• Mentor team members on technical skills including log analysis, database querying, systems architecture, and integration troubleshooting
• Foster a collaborative environment where knowledge-sharing and experimentation are encouraged
• Help define the career path and responsibilities of Support Engineers at Ashby
• Recruit and grow talent with strong technical foundations in reading and understanding code, collaborating on bug reproduction, and working effectively with Engineering teams
• Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance
• Set standards for how the team escalates to Engineering, triages bugs, identifies patterns, and partners on long-term solutions
• Create internal tools and workflows that help the team operate with efficiency and consistency
• Balance operational needs with hands-on technical work, staying close by jumping into issues, exploring logs, or conducting hands-on testing when needed to support the team
• Continuously evaluate where time is being spent and ruthlessly prioritize work that drives the most impact for customers and the business
• Ship improvements quickly. Iterate. Raise the bar again
• Collaborate closely with Engineering to shape how technical escalations are managed and how customer insights are tracked and actioned
• Work with Product to provide feedback loops from Support to improve usability and prevent repeat issues
• Serve as an advocate for customers in technical conversations and help Engineering teams understand the support impact of product decisions
• Push for clarity and resolution. When tradeoffs exist, help the team move forward decisively
• Partner with our Support Leadership Team to identify and address gaps in our current tooling, workflows, and diagnostics capabilities
• Use data from escalations and customer feedback to recommend changes that improve team effectiveness and customer outcomes
• Partner with Support leadership to evolve how we measure success in high-complexity support scenarios
• Help scale Support Engineering as a function by documenting approaches, onboarding new team members, and contributing to internal tooling
• Default to action. Build the first version. Improve it in motion

Benefits

• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave
• 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
• Generous equipment, software, and office furniture budget- Background in Software Engineering, Technical Support Engineering, DevOps, or similar highly technical customer-facing roles
• Experience guiding cross-functional collaboration between Support and Engineering
• Familiarity with ATS/HRIS platforms or other enterprise systems is a plus
• Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment
• Demonstrated ability to make high-quality decisions quickly and operate effectively without perfect information
• You’re excited by the challenge of making Support scalable, efficient, and high-leverage
• You have strong instincts for what matters most and aren’t afraid to make decisive calls
• Able to hold a high bar for quality while still moving quickly and iterating
• Strong judgment in prioritizing bugs, customer needs, and internal enablement work
• Comfort operating in ambiguity and creating structure where none exists
• You believe velocity compounds and you want to build a team that moves fast and drives value for customers
• Passionate about improving the customer experience through well-designed, technically sound solutions
• Ability to zoom out and identify scalable processes for handling complex technical work
• You thrive in cross-functional environments and love working alongside Engineering teams
• Clear bias toward simplification over over-optimization
• Understands that speed and quality are not opposites and knows how to balance both
• Comfortable representing customer needs in Engineering discussions and advocating for supportability
• You enjoy solving complex technical problems while enabling others to do the same
• You should be comfortable being wrong occasionally if it means we’re right most of the time and moving at high velocity
• We need someone who naturally gravitates toward the highest-leverage work by identifying waste, eliminating friction, and raising the technical bar of the team quickly- Intro Call with Recruiting - 30 min
• Hiring Manager Interview - 45-60 min
• Take Home Assessment
• VP of CS Interview - 30 min
• Founder Interview - 30 min
• Peer Interview (Support Leaders) - 60 min