engineering
Posted Feb 20Support Engineering Manager - Americas
at Ashbyhq
United StatesRemote
Responsibilities
- - Foster a collaborative environment where knowledge-sharing and experimentation are encouraged.
- TECHNICAL EXPERTISE & SUPPORT ENGINEERING PRACTICES - Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance.
- - Create internal tools and workflows that help the team operate with efficiency and consistency.
- PROCESS DESIGN & TECHNICAL ENABLEMENT - Partner with our Support Leadership Team to identify and address gaps in our current tooling, workflows, and diagnostics capabilities.
- Build the first version.
- TEAM LEADERSHIP & DEVELOPMENT - Lead and develop a team of Support Engineers focused on technical depth, problem-solving, and customer impact.
Requirements
- One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows.
- You’ll play a hands-on role in developing the team’s capabilities, guiding cross-functional processes, and building the systems that will allow Support Engineering to scale effectively as our business grows.
- experience managing or mentoring a Technical Support Team in a B2B SaaS environment. - Demonstrated ability to make high-quality decisions quickly and operate effectively without perfect information. - Background in Software Engineering, Technical Support Engineering, DevOps, or similar highly technical customer-facing roles. -
- Experience guiding cross-functional collaboration between Support and Engineering. - Familiarity with ATS/HRIS platforms or other enterprise systems is a plus.
- 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. - Understands that speed and quality are not opposites and knows how to balance both.
- OUR PHILOSOPHY: Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.
- Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.