Director of Support Engineering - Americas

Ashby
United States
Workplace: RemoteFull timeUSD 160,000 - 218,000 annuallyFunction: Executive & General ManagementSkills: ["Leadership","Communication","Judgment","Cross-functional collaboration","Customer centricity"]

Lead Support Engineering for Ashby’s Americas region, serving as the bridge between frontline Support and Engineering. You’ll define scalable systems for triage, escalation, investigation, and documentation using customer context, logs, databases, integrations, APIs, and code-level insight. Manage and develop a Support Engineering Manager, build operating standards and reporting, and use recurring technical patterns to influence tooling, enablement, and product priorities.

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Ashby
Ashby
5 months ago

Director of Support Engineering - Americas

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Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Lead Support Engineering for Ashby’s Americas region, serving as the bridge between frontline Support and Engineering. You’ll define scalable systems for triage, escalation, investigation, and documentation using customer context, logs, databases, integrations, APIs, and code-level insight. Manage and develop a Support Engineering Manager, build operating standards and reporting, and use recurring technical patterns to influence tooling, enablement, and product priorities.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Set the vision and operating model for Support Engineering aligned with Customer Success goals.
  • •Directly lead, coach, and develop the Support Engineering Manager for team performance, technical quality, and customer outcomes.
  • •Build shared operating standards for triage, investigation, documentation, escalation quality, ownership, and handoffs across teams.
  • •Partner with Engineering and Product leadership to synthesize recurring technical customer patterns and influence improvements in prioritization, tooling, and processes.
  • •Establish data and review mechanisms for escalation health, recurring friction, resolution speed, frontline self-sufficiency, and function impact on product supportability.

Pay and Benefits

Salary: USD 160,000 - 218,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePaid LeaveLearning BudgetHome Office

Key Requirements

  • •Have led Support Engineering, Technical Support, Developer Support, Production Support, or a similarly technical function in a B2B SaaS or complex software environment.
  • •Have led through managers or built a leadership layer, creating clarity, accountability, and growth without becoming a bottleneck.
  • •Possess enough technical depth to reason about APIs, integrations, logs, databases, application behavior, architecture, and debugging approaches.
  • •Have shaped boundaries across frontline Support, Support Engineering, Product, and Engineering, including escalation criteria, triage practices, ownership, and feedback loops.
  • •Use data and recurring patterns to drive improvements in supportability, product quality, tooling, process, or engineering prioritization.
Experience:B2B SaaSComplex software
Skills:LeadershipCommunicationJudgmentCross-functional collaborationCustomer centricity
Tech Stack:APIsIntegrationsLogsDatabasesAI

Company Brief

Ashby
Ashby builds an all‑in‑one recruiting platform (ATS, CRM, scheduling, analytics and AI features) that helps high‑growth companies streamline hiring, improve candidate experience, and deliver data‑driven talent decisions.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 4.6
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