Technical Support Engineering Manager - Americas

Technical Support Engineering Manager

Hi! I'm Allie, Head of Support at Ashby. 👋 I have had the privilege of working with a talented, driven team that cares deeply about our customers. As we grow, we’re investing in a new pillar of our Support organization focused on solving deeply technical problems and enabling more complex customer workflows. That’s why we’re hiring our first Technical Support Engineering Manager.

This is a unique opportunity to build and lead a new function — Support Engineering — and grow a team (currently of 4 individual contributors) that bridges Support and Engineering. You’ll work with Support Engineers and Operations to improve technical triage, streamline escalations, and raise the bar for customer support. If you love systems thinking, solving complex problems, and scaling technical teams, we’d love to meet you.

About This Role

As the Technical 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 and Specialized Product Experts 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. 

Role Responsibilities:

Team Leadership & Development

• Lead and develop a team of Support Engineers and Product Experts focused on technical depth, problem-solving, and customer impact.

• Coach team members on debugging techniques, systems thinking, and how to balance precision with efficiency.

• Foster a collaborative environment where knowledge-sharing and experimentation are encouraged.

• Help define the career path and responsibilities of Support Engineers and Product Experts at Ashby.
  

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.

• Stay close to the technical work by jumping into issues, exploring logs, or conducting hands-on testing when needed to support the team.
  

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.
  

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.
  

Role Requirements

Support & Technical Leadership

• Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment.

• Deep knowledge of software integrations, APIs, and backend debugging practices.

• Experience guiding cross-functional collaboration between Support and Engineering.

• Familiarity with ATS/HRIS platforms or other enterprise systems is a plus.

Systems Thinking & Process Design

• Ability to zoom out and identify scalable processes for handling complex technical work.

• Strong judgment in prioritizing bugs, customer needs, and internal enablement work.

• Comfort operating in ambiguity and creating structure where none exists.

Customer-Centric, Engineering-Aware

• Passionate about improving the customer experience through well-designed, technically sound solutions.

• Comfortable representing customer needs in Engineering discussions and advocating for supportability.

• Able to hold a high bar for quality while still moving quickly and iterating.
  

You Should Apply If:

• You want to help build a new function and define how Support Engineering works at Ashby.

• You thrive in cross-functional environments and love working alongside Engineering teams.

• You enjoy solving complex technical problems while enabling others to do the same.

• You’re excited by the challenge of making Support scalable, efficient, and high-leverage.
  

You May Not Want to Apply If:

• You prefer support models that avoid technical complexity or customer escalations.

• You’re uncomfortable operating in fast-evolving systems with undefined processes.

• You’re not interested in directly collaborating with Engineering. 

• You prefer to lead from a high level without digging into the technical details.
  

Our Interview Process

Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• Intro Call with Recruiting - 30 min

• Hiring Manager Interview - 45-60 min

• Take Home Assessment

• VP of CS Interview - 30 min

• Founder Interview - 30 min

• Peer Interview (Support Leaders) - 60 min

If you're excited about leading a highly technical team and shaping the future of Support Engineering at Ashby, we’d love to hear from you!

Our Philosophy:

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

• We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

Benefits:

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

• You get to sell a product that our prospects & customers are truly excited about.

• Competitive compensation is offered.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.

• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.