Support Engineering Manager - Americas

About this role

HELLO!

I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring our first Support Engineering Manager in AMER.

Support Engineering is the technical bridge between frontline Support, Product, and Engineering. The team investigates complex product and customer issues, helps confirm which problems truly require code changes, and enables the broader Support organization to resolve more issues independently. We’re looking for a hands-on leader to make that bridge stronger as the function grows—aligning technical rigor with Ashby’s broader standards for customer success.

This is not a traditional Support Manager role. You’ll manage and mentor Support Engineers, stay close to complex investigations, and work with Engineering and Product to improve how technical issues are diagnosed, escalated, and resolved. You’ll help define the standards and systems that let a small, highly technical team move quickly without sacrificing judgment or quality.

ABOUT THE ROLE

When a complex issue moves beyond frontline Support, Support Engineering investigates the problem using customer context, application behavior, logs, databases, integrations, APIs, and code-level context. The team determines whether the issue can be resolved through configuration, data correction, documentation, enablement, or an in-app change—or whether it is a product defect that Engineering needs to fix. Your role is to make that path clearer and more effective: develop a deep understanding of how each partner team works, coach the investigation, and ensure escalations meet a shared standard for evidence, ownership, and customer impact.

You’ll lead the team’s day-to-day technical development while building the connective tissue around it. That includes reviewing investigations and escalations, mentoring Support Engineers through ambiguous problems, clarifying triage and handoff practices, identifying recurring patterns, and partnering with frontline Support, Product, and Engineering on durable improvements. You’ll help ensure Support Engineering scales in a way that reflects Ashby’s broader expectations for customer success—not simply by passing issues between teams, but by resolving more issues independently and making the right problems easier for Engineering to act on.

As the first Support Engineering Manager at Ashby, you’ll have meaningful influence over how the function grows. You’ll balance people leadership with hands-on technical judgment, make pragmatic decisions with incomplete information, and focus the team on the work that most improves customer outcomes, strengthens cross-functional trust, and protects Engineering time.

WHAT YOU’LL OWN

- Lead, coach, and develop Support Engineers through regular feedback, technical mentorship, career development, and clear expectations for ownership and judgment.

- Stay close to complex investigations by reviewing technical work, joining escalations when useful, and coaching the team on APIs, integrations, logs, databases, data issues, configuration, and product behavior.

- Build shared operating standards across Support, Support Engineering, Product, and Engineering that help frontline Support resolve more issues independently, reduce customer effort, and ensure Engineering receives clear, actionable escalations when code changes are needed.

- Partner with Engineering and Product to synthesize recurring customer patterns, validate defects, improve supportability, and determine whether the right solution is a code change, documentation, tooling, enablement, or process improvement.

- Identify the highest-leverage friction in the team’s workflows and ship practical improvements to tooling, diagnostics, routing, documentation, and operating processes.

- Hire and onboard future Support Engineers, help define the team’s career path, and build a scalable model for technical growth as the function expands across regions.

- Track and improve the outcomes that matter: resolution speed, escalation quality, frontline self-sufficiency, customer effort, recurring issue reduction, and Engineering time spent on confirmed defects and roadmap work.

YOU SHOULD APPLY IF

- You have direct people-management experience leading a technical support, developer support, production support, or support engineering team in a B2B SaaS or similarly complex software environment.

- You are energized by hands-on people leadership: reviewing work, giving precise feedback, raising technical judgment, and helping strong engineers grow.

- You have coached an Engineer through a specific technical or judgment gap and can point to what changed as a result.

- You have enough technical depth to reason about APIs, integrations, logs, databases, application behavior, and code-level context—and to coach others through ambiguous investigations.

- You know how to distinguish a configuration, data, documentation, or enablement issue from a true product defect, and can help a team make that decision with evidence.

- You have improved an escalation, triage, or support-to-Engineering workflow and can explain what changed, why you changed it, and how you measured the result.

- You build structure without over-engineering. You can make clear decisions with incomplete information, ship a useful first version, and iterate based on what you learn. You’ve stood up processes, workflows, or standards from scratch.

- You communicate clearly and thoughtfully with technical and non-technical audiences, especially when explaining tradeoffs, uncertainty, customer impact, and recommended action.

YOU SHOULD NOT APPLY IF

- You have not yet directly managed a team, and your leadership experience has primarily been through mentorship, project leadership, or team-lead responsibilities. This role requires direct people-management experience, including accountability for team development, feedback, and day-to-day management.

- You’re looking primarily for a traditional queue-management or pe

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