Technical Support Manager

Summary

Join Ashby's expanding Support Team as a Technical Support Manager! Lead and mentor a team of Support Engineers and Product Experts, providing them with resources and guidance to deliver exceptional technical support. Oversee individuals specializing in Knowledge Management, Support Operations, and Training. Collaborate with other Support leaders, Engineering, Product, and Customer Success teams to diagnose complex issues and influence the product roadmap. Analyze key performance metrics, identify areas for efficiency gains, and foster a culture of continuous learning. This role requires proven experience leading technical support teams in a B2B SaaS environment, a strong understanding of software integrations, and a customer-centric approach. Ashby offers competitive compensation, unlimited PTO, generous family leave, and an education budget.

Requirements

• Proven experience leading technical Support teams in a B2B SaaS environment
• Strong understanding of software integrations, APIs, and troubleshooting complex systems
• Deep understanding of customer needs and a passion for delivering an exceptional support experience
• Strong analytical skills with the ability to leverage data to drive process improvements and team efficiency
• Experience optimizing ticket workflows and leveraging Support tools to enhance operational effectiveness
• Ability to work cross-functionally, influencing teams outside of Support to drive improvements in product usability and customer experience
• Passion for coaching and enabling team members to expand their expertise, particularly in technical concepts

Responsibilities

• Lead and mentor a team of Support Engineers, Support Product Experts, Knowledge Managers, and Support Trainers while fostering their technical growth, program management, and problem-solving skills
• Ensure effective collaboration between Support Engineers, Product Experts, and the broader Support team to share knowledge and improve overall efficiency
• Drive deep technical understanding of Ashby’s product within the team, ensuring expertise in integrations, analytics, and troubleshooting complex customer issues
• Support knowledge sharing by contributing to documentation, internal enablement initiatives, and product feedback loops
• Analyze patterns in customer escalations to identify opportunities for self-service, product improvements, and process optimizations
• Ensure the team effectively handles escalations, maintaining high customer satisfaction while balancing workload and efficiency
• Work closely with Engineering to refine Support processes for logging, triaging, and resolving technical issues
• Drive partnership between your team, Product, and Engineering to advocate for customer needs and influence product development
• Collaborate with Customer Success to support technical training for internal teams and improve handoffs between departments
• Assist in refining workflows that differentiate Support from Pro Services, ensuring clarity in ownership and scope

Preferred Qualifications

Familiarity with Workday or similar enterprise HRIS platforms 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
• 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
• $100/month education budget with more expensive items (like conferences) covered with manager approval