Director of Support Engineering - Americas

HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Director of Support Engineering in AMER. As Ashby grows, our customers’ workflows, integrations, and technical environments become more complex. Support Engineering is the bridge that helps frontline Support investigate those issues, helps Engineering focus on confirmed defects and roadmap work, and turns technical customer issues into improvements across the product and support experience. We’re looking for a leader to shape that bridge at scale. You’ll lead through a Support Engineering Manager and their team, partner closely with Support, Product, and Engineering leadership, and define the systems and standards that help a growing organization resolve complex issues with clarity, speed, and sound judgment. ABOUT THE ROLE Support Engineering investigates the issues that require deeper technical understanding than frontline Support can provide. The team uses customer context, application behavior, logs, databases, integrations, APIs, and code-level context to determine whether an issue can be resolved through configuration, data correction, documentation, enablement, or an in-app change—or whether it is a product defect that Engineering needs to fix. Your role is to make that path clear and scalable: establish shared expectations across teams, ensure escalations are well validated and actionable, and help the organization learn from recurring patterns rather than treating each issue as an isolated event. You’ll lead the strategic evolution of the function through strong partnership with Support Engineering managers, frontline Support, Product, and Engineering. You’ll shape routing, triage, escalation, and feedback mechanisms; build reporting that makes technical friction visible; and guide investments in diagnostics, tooling, documentation, and enablement. You’ll also help leaders make better tradeoffs between immediate customer resolution and durable product or process improvement

Department: Customer Success; Team: Customer Support