Support Engineering Manager - Americas

About This Role

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.

Role Responsibilities

Team Leadership & Development

• 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.

Technical Expertise & Support Engineering Practices

• 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.

Cross-Functional Collaboration with Engineering & Product

• 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.

Process Design & Technical Enablement

• 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.

Role Requirements

Support & Technical Leadership

• 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.

Systems Thinking & Process Design

• 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.

Customer-Centric, Engineering-Aware

• 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

• Competitive compensation
• 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