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.
About the job
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
Skills
Software Engineering, Technical Support Engineering, Infrastructure, API Design, Debugging, System Architecture, Escalation Management, Cross-Functional Collaboration, Tooling & Diagnostics, Data Analysis
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