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
AshbySan Francisco, CA
