Ashby

Support Engineering Manager – Americas

Ashby

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $145,000 - $180,000 per year

About the role

  • 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.
  • 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.

Requirements

  • 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.
  • 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.
  • Ability to zoom out and identify scalable processes for handling complex technical work.
  • Strong judgment in prioritizing bugs, customer needs, and internal enablement work.
  • Comfort operating in ambiguity and creating structure where none exists.
  • Clear bias toward simplification over over-optimization.
  • Passionate about improving the customer experience through well-designed, technically sound solutions.
  • Comfortable representing customer needs in Engineering discussions and advocating for supportability.
  • Able to hold a high bar for quality while still moving quickly and iterating.
  • Understands that speed and quality are not opposites and knows how to balance both.
Benefits
  • You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
  • You get to sell a product that our prospects & customers are truly excited about.
  • Competitive compensation is offered.
  • 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 is 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.
  • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
  • $100/month education budget with more expensive items (like conferences) covered with manager approval.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
log analysisdatabase queryingsystems architectureintegration troubleshootingAPIsanalyticsproduct performancetechnical supportB2B SaaSSoftware Engineering
Soft Skills
problem-solvingmentoringcollaborationdecision-makingprioritizationcustomer advocacyownershipurgencycommunicationadaptability