# Director of Support Engineering - Americas

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $160k – $200k/yr
**Skills:** Software Engineering, Technical Support Engineering, Infrastructure, API Design, Debugging, System Architecture, Escalation Management, Cross-Functional Collaboration, Tooling & Diagnostics, Data Analysis
**Posted:** 2026-04-24

> 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.

## Job Description

## 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

## Similar roles

- [Head of Technical Operations](https://hotfix.jobs/jobs/570db1e4-f857-46bc-9ae6-ebaf6a0ad8ff) - Baton - San Francisco, CA - $180k – $230k/yr
- [Head of Support](https://hotfix.jobs/jobs/bcdd86fc-b397-4579-ab35-129a1cc8fbd2) - Plaid - Remote - $125k – $223k/yr
- [Head of Customer Engineering](https://hotfix.jobs/jobs/3a397956-5f6a-40dd-bf71-783a7acc537d) - Anyscale - San Francisco, CA - $314k – $375k/yr
- [Principal Solution Consultant, Post-Sales (Platform)](https://hotfix.jobs/jobs/48eb7dce-df32-40fb-9c63-f1a0d9ac0700) - Socure - Remote - $170k – $190k/yr
- [Principal Cloud Support Engineer](https://hotfix.jobs/jobs/925f7c86-0df4-424a-aa0f-523697958dc1) - Wasabi - Remote - $101k – $152k/yr

**Apply:** https://hotfix.jobs/jobs/f96f4f3b-2dc2-4d78-b34e-3c017c9a584d
**Canonical:** https://hotfix.jobs/jobs/f96f4f3b-2dc2-4d78-b34e-3c017c9a584d