Technical Support Engineering Manager

Summary

Join Ashby as their first Technical Support Engineering Manager and lead a team of skilled Support Engineers and Product Experts. You will build scalable processes for resolving complex technical issues, collaborate with Engineering and Product teams, and define how Support Engineering operates at Ashby. This role offers a unique opportunity to shape a new area of the business and directly impact customers and internal teams. You will develop the team's capabilities, guide cross-functional processes, and build systems for effective scaling. You will define best practices, establish technical workflows, and foster a strong partnership between Support and Engineering. This is a hands-on role requiring technical expertise and leadership skills.

Requirements

• 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
• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

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

Benefits

• 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