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Support Engineering Manager - NAMER

Ashby· Customer Success
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Remote$130k - $153kFull-timePosted 8mo ago

About the role

First-ever Support Engineering Manager in AMER. Leads a hands-on, technically-focused team that bridges frontline Support, Product, and Engineering to diagnose, triage, and resolve complex customer issues, while scaling the function across regions.

Responsibilities

  • 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.

Qualifications

  • 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.
  • Hands-on people leadership: reviewing work, giving precise feedback, raising technical judgment, and helping strong engineers grow.
  • Coached an Engineer through a specific technical or judgment gap and can point to what changed as a result.
  • Technical depth to reason about APIs, integrations, logs, databases, application behavior, and code-level context—and to coach others through ambiguous investigations.
  • Ability to distinguish configuration, data, documentation, or enablement issues from true product defects, and help a team decide with evidence.
  • Experience improving escalation, triage, or support-to-Engineering workflows and measuring the results.
  • Ability to build structure without over-engineering and stand up processes, workflows, or standards from scratch.
  • Clear communication with technical and non-technical audiences, especially when explaining tradeoffs, uncertainty, customer impact, and recommended action.

Skills

Required:People management in a technical support environmentTechnical leadership in investigationsEscalation and triage workflow designCross-functional collaboration

Benefits

  • 10-year exercise window for stock options.
  • Unlimited PTO with four weeks recommended per year.
  • Twelve weeks of fully paid family leave in the US (plan to expand internationally).
  • $1,200 annual learning and professional-development budget.
  • One-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
  • Extended health benefits for you and your dependents (subject to availability).
  • Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Ashby

All-in-one recruiting platform that empowers hiring excellence in…

At Ashby, we're improving the productivity of working professionals with intelligent and powerful software. We put a lot of effort into designing products that are approachable to beginners but mastered & extended by power users. In many ways, spreadsheets set the bar here. Our first products provide talent teams with clever automation, powerful analytics tools, and customizable workflows packaged in great UX. We have many paying customers who love us and use us every day like Opendoor, Airtable, Duolingo, and Notion. Notion's Head of Talent said Ashby is "probably the tool we are in the most and rely on the most, as a recruiting team." Our culture is motivated by Abhik's (my co-founder and Head of Engineering) and my belief that a small talented team, given the right environment, can build a great product and service fast (and work regular hours!). We hire exceptional, kind, thoughtful people and provide an environment where we can be happy, feel challenged, and do our best work. We are well funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We'll share more once we meet!

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