Director of Support Engineering - Americas

Ashby • ,

70d • $160,000 - $200,000

About The Position

Ashby is seeking a Director of Support Engineering to lead the strategic evolution of its Support Engineering function. This role operates at the intersection of Support, Engineering, and Product, defining how technical support scales by shaping systems, tools, and cross-functional partnerships. The Director will lead and develop a high-performing Support Engineering organization, setting a clear vision for scaling, driving leadership alignment, and fostering an environment for success. Key responsibilities include coaching Support Engineering Managers, playing a key role in organizational design, clarifying ownership between Support and Engineering, developing mechanisms to reduce recurring issues, and ensuring support insights influence product improvements. The focus is on creating clarity, consistency, and leverage to ensure effective scaling while maintaining a customer-centric culture.

Requirements

• Experience collaborating deeply with engineering teams to resolve production issues or improve product supportability.
• Track record of partnering with Engineering teams through data, context, and technical insight.
• Strong judgment in navigating cross-team priorities and tradeoffs.
• Ability to identify patterns in complex operational systems and design durable improvements.
• Comfort operating in ambiguity and designing structures where none exists.
• Strong bias toward pragmatic solutions that deliver real impact quickly.
• Passion for improving the customer experience through technical excellence.
• Ability to represent customer impact clearly in engineering discussions.
• Understanding of how technical decisions affect supportability and long-term scalability.
• Strong technical background in software engineering, technical support engineering, infrastructure, or similar fields.
• Comfort discussing architecture, debugging approaches, APIs, integrations, and system behavior.
• Ability to identify structural issues in technical workflows and design scalable solutions.

Nice To Haves

• You enjoy solving systemic problems that span teams and functions.
• You want to influence how Engineering and Support collaborate at a growing SaaS company.
• You care about making support more technically capable and more strategically impactful.
• You are energized by turning operational friction into product improvements.
• You prefer roles focused primarily on people management or ticket oversight.
• You are uncomfortable influencing engineering strategy or challenging technical decisions.
• You prefer operating within established systems rather than designing new ones.

Responsibilities

• Partner closely with Engineering leadership to improve how technical issues are surfaced, investigated, and resolved.
• Help define clear ownership boundaries between Support and Engineering for bugs, performance issues, and platform limitations.
• Drive alignment on escalation pathways, debugging expectations, and response patterns for complex customer issues.
• Advocate for supportability and operability as core product design considerations.
• Analyze patterns in escalations, bugs, and technical customer friction to identify systemic improvements.
• Work with Engineering and Product teams to prioritize fixes that reduce recurring support load.
• Develop frameworks for how support insights influence engineering roadmap discussions.
• Improve the feedback loop between Support, Engineering, and Product.
• Identify gaps in diagnostics, logging, tooling, and workflows that limit Support’s ability to resolve technical issues.
• Partner with Engineering teams to design or implement tooling that improves debugging, triage, and issue resolution.
• Build scalable internal systems that allow Support to resolve more issues without Engineering involvement.
• Raise the technical leverage of the Support organization.
• Turn support escalation data into actionable insights that influence product and engineering decisions.
• Identify patterns in technical friction and propose high-impact improvements.
• Develop reporting frameworks that make the support impact of engineering decisions visible.
• Partner with the Head of Support to shape the long-term evolution of the Support Engineering function.
• Ensure the function scales effectively as Ashby’s product surface area and customer complexity grow.

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed