Support Engineering Manager - Americas

Ashby • San Francisco, CA

8d

About The Position

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.
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. You should be comfortable being wrong occasionally if it means we’re right most of the time and moving at high velocity.

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.
• 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.

Nice To Haves

• Familiarity with ATS/HRIS platforms or other enterprise systems is a plus.

Responsibilities

• 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

• 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.

What This Job Offers

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