Ashby is hiring a Support Engineering Manager - Americas to lead and develop our first Support Engineering function. You will build scalable processes for resolving complex technical issues, manage a team of Support Engineers and Product Experts, and define how Support Engineering operates at Ashby.

What You'll Do

Lead and develop a team of Support Engineers and Product Experts focused on technical depth, problem-solving, and customer impact.
Mentor team members on technical skills including log analysis, database querying, systems architecture, and integration troubleshooting.
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.
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.
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.

What We're Looking For

Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment.
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.
Passionate about improving the customer experience through well-designed, technically sound solutions.
Comfortable representing customer needs in Engineering discussions and advocating for supportability.

Nice to Have

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

Team & Environment

You will oversee the newly formed Support Engineering function and specialized Product Experts, reporting to the Head of Support.

Benefits & 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.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.