Support Engineering Manager - Americas

About this role

Hi! I'm Allie, Head of Support at Ashby. 👋 I have had the privilege of working with an incredible Support Team full of highly knowledgeable, driven team members who care deeply about the success of our customers. One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows. That’s why we’re searching for a Support Engineering Manager to grow and shape the future of Support Engineering at Ashby.

This role is not a traditional Support Manager position. We’re looking for someone who has technical depth, is confident diving into complex systems, and can mentor others on complex problem-solving.

In this role, you’ll manage a team of highly skilled Support Engineers, work closely with Engineering to refine escalation and triage practices, and help define how Support Engineering operates at Ashby. We’re looking for a builder with strong instincts who sees inefficiency quickly, takes action, and drives high-leverage improvements without over-engineering solutions.

This is a unique opportunity to oversee our Support Engineering function, collaborate deeply with our Engineering and Product teams, and create scalable processes and systems for technical triage, debugging, and problem-solving. You should be energized by moving fast, experimenting, and making pragmatic decisions, even when you don’t have perfect data. If you love designing systems, building technical teams, and thinking holistically about how support can be a force multiplier across the business, you are in the right place!

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 as our business grows. Since this is a new function, you’ll have the opportunity to define best practices, establish technical workflows, and build a strong partnership between Support and Engineering from day one.

We need someone who naturally gravitates toward the highest-leverage work by identifying waste, eliminating friction, and raising the technical bar of the team quickly. You should be comfortable being wrong occasionally if it means we’re right most of the time and moving at high velocity.

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.

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