Support Engineering Manager - Americas

HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring our first Support Engineering Manager in AMER. Support Engineering is the technical bridge between frontline Support, Product, and Engineering. The team investigates complex product and customer issues, helps confirm which problems truly require code changes, and enables the broader Support organization to resolve more issues independently. We’re looking for a hands-on leader to make that bridge stronger as the function grows—aligning technical rigor with Ashby’s broader standards for customer success. This is not a traditional Support Manager role. You’ll manage and mentor Support Engineers, stay close to complex investigations, and work with Engineering and Product to improve how technical issues are diagnosed, escalated, and resolved. You’ll help define the standards and systems that let a small, highly technical team move quickly without sacrificing judgment or quality. ABOUT THE ROLE When a complex issue moves beyond frontline Support, Support Engineering investigates the problem using customer context, application behavior, logs, databases, integrations, APIs, and code-level context. The team determines whether the 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 clearer and more effective: develop a deep understanding of how each partner team works, coach the investigation, and ensure escalations meet a shared standard for evidence, ownership, and customer impact. You’ll lead the team’s day-to-day technical development while building the connective tissue around it. That includes reviewing investigations and escalations, mentoring Support Engineers through ambiguous problems, clarifying triage and handoff practices, identifying recurring patterns, and partnering with frontline Support, Product, and Engineering on durable imp

Department: Customer Success; Team: Customer Support