Support Engineering Manager - NAMER

The role

You will manage and mentor Support Engineers as the first Support Engineering Manager in AMER. You will lead technical investigations and partner with Product and Engineering to improve how issues are diagnosed and resolved.

What you will do

• Lead, coach, and develop Support Engineers through feedback and technical mentorship.
• Review technical work and join complex investigations involving APIs, integrations, logs, and databases.
• Build shared operating standards across Support, Product, and Engineering.
• Partner with Engineering and Product to synthesize recurring customer patterns and validate defects.
• Identify and ship improvements to tooling, diagnostics, routing, and documentation.
• Hire and onboard future Support Engineers.
• Track outcomes like resolution speed, escalation quality, and customer effort.

Required 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.
• Experience coaching an Engineer through a specific technical or judgment gap.
• Technical depth to reason about APIs, integrations, logs, databases, application behavior, and code-level context.
• Ability to distinguish configuration, data, documentation, or enablement issues from product defects.
• Experience improving an escalation, triage, or support-to-Engineering workflow.
• Experience standing up processes, workflows, or standards from scratch.
• Ability to communicate clearly with technical and non-technical audiences.

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.
• $1,200 annual learning and professional-development budget.
• $2,000 one-time home-office setup budget.
• Company-provided laptop.
• Extended health benefits for you and your dependents.
• Annual company offsite, team offsites, local meetups, and virtual events.

Before you apply

• Take-home assessment (5 days to complete).

About the company

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process. They support nearly 5,000 customers and have a team of roughly 300 people across 22+ countries.