Director of Support Engineering - Americas

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