Technical Support Engineering Manager

Summary

Join Ashby as their first Technical Support Engineering Manager and lead a new team bridging Support and Engineering. You will oversee a team resolving complex product issues, supporting integrations and data workflows, and influencing product decisions. This role involves developing team capabilities, guiding cross-functional processes, and building systems to scale Support Engineering. You will define best practices, establish technical workflows, and build a strong partnership between Support and Engineering. The position requires proven experience managing a technical support team in a B2B SaaS environment, deep knowledge of software integrations and APIs, and experience in cross-functional collaboration. You will be responsible for building scalable processes, setting standards for escalation and bug triage, and creating internal tools. This is a hands-on role requiring strong systems thinking, process design skills, and a customer-centric approach.

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

• Unlimited PTO with four weeks is recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Competitive compensation is offered
• 10-year exercise window for stock options