Director of Support Engineering - Americas
Lead the Support Engineering function at a high-growth SaaS company, partnering with Engineering and Product to reduce escalations, improve supportability, and drive systemic technical improvements. Manage Support Engineering Managers and teams while shaping cross-functional strategy and tooling.
Strategic Engineering Partnership
- 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
Escalation & Supportability Strategy
- 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
Technical Enablement & Tooling
- 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
Data & Insight Leadership
- 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
Organizational Design & Support Engineering Strategy
- 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
- Lead and develop a high-performing Support Engineering organization through management of Support Engineering Managers and their teams
- Coach and support Support Engineering Managers in driving team performance, navigating complex challenges, and growing as leaders
- Identify gaps in skills or coverage, support hiring and onboarding, and build career paths
Role 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
- Passion for improving the customer experience through technical excellence
- Strong technical background in software engineering, technical support engineering, infrastructure, or similar fields
- Comfort discussing architecture, debugging approaches, APIs, integrations, and system behavior
IT Security and Automation Engineer
Build IT workflow automation and security tooling using Go, Temporal, and Kubernetes while supporting internal infrastructure and integrations. Requires Go programming, Linux/K8s experience, Terraform, and IT security background.
Customer Support Manager
Manage the AMER Technical Support Engineering team, owning L2/L3 escalation quality, team development, tooling/automation, and cross-functional coordination with engineering. Requires 4+ years managing technical support or software engineers plus strong Linux/container technical credibility.
Staff Technical Solution Engineer
Staff Technical Solution Engineer supporting secure GovCloud and air-gapped data/AI platform operations. Requires active TS/SCI clearance, 7+ years systems/cloud experience, IaC, Linux/containers, and on-site work in McLean, VA SCIF.
Technical Support Manager
Lead and mentor a team of Support Engineers for a data analytics SaaS platform, driving performance metrics, process improvements, and cross-functional collaboration. Requires 5+ years supporting data platforms and 2+ years people management.