Support Engineering Manager - Americas

Responsibilities

• ▹Lead and develop a technically skilled Support Engineer team (mentoring on log analysis, database querying, systems architecture, integration troubleshooting)
• ▹Build scalable, repeatable processes for diagnosing complex integration, API and performance issues
• ▹Set escalation and triage standards for handoffs to Engineering
• ▹Build internal tools and workflows that improve team efficiency
• ▹Collaborate closely with Engineering and Product to channel customer feedback into improvements

Requirements

• ▹Proven experience managing or mentoring a technical support team in a B2B SaaS environment
• ▹Background in Software Engineering, Technical Support Engineering, or DevOps
• ▹Ability to make high-quality decisions quickly without perfect information
• ▹Experience guiding cross-functional collaboration between Support and Engineering

Nice to have

• ▹Familiarity with ATS/HRIS platforms or other enterprise systems

Soft skills

About the company

Ashby builds all-in-one Talent Acquisition software used by companies like Notion, Linear, Shopify, and Snowflake. The company has tens of millions in ARR, is growing over 100% year over year, and maintains very low customer churn.