Support Engineering Manager

Role overview

Join Ashby as the first Technical Support Engineering Manager. You will lead a team of Support Engineers and Product Experts, partner closely with Engineering and Product, and help define how Support Engineering operates—building scalable processes, workflows, and technical triage systems.

Key missions

• Manage and lead a team of Support Engineers and Product Experts, overseeing resolution of complex product issues and supporting integrations.
• Collaborate with Engineering and Product to refine escalation and triage practices and improve how escalations are handled end-to-end.
• Build scalable support operations by developing and implementing processes/systems for technical triage, debugging, and problem-solving.
• Continuously evaluate and prioritize support engineering work to maximize customer and business impact.

Requirements

• Strong background in software engineering and/or technical support engineering (including highly technical customer-facing roles).
• Experience guiding cross-functional collaboration between Support and Engineering.
• Proven experience managing/mentoring a technical support team in a B2B SaaS environment.
• Ability to make high-quality decisions quickly, even without perfect information.
• Strong prioritization instincts across bugs, customer needs, and internal enablement work.
• Comfort operating in ambiguity and creating structure where none exists.
• Bias toward simplification and iterating quickly.
• Comfortable representing customer needs in Engineering discussions and advocating for supportability.

Nice to have

• Familiarity with ATS/HRIS platforms or other enterprise systems.
• Experience with DevOps-adjacent work.

Location/working style

• Full remote.