Support Engineering Manager - Americas

Hi! I'm Allie, Head of Support at Ashby. 👋 I have had the privilege of working with an incredible Support Team full of highly knowledgeable, driven team members who care deeply about the success of our customers. One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows. That’s why we’re searching for a Support Engineering Manager to grow and shape the future of Support Engineering at Ashby. This role is not a traditional Support Manager position. We’re looking for someone who has technical depth, is confident diving into complex systems, and can mentor others on complex problem solving. In this role, you’ll manage a team of highly skilled Support Engineers, work closely with Engineering to refine escalation and triage practices, and help define how Support Engineering operates at Ashby. We’re looking for a builder with strong instincts who sees inefficiency quickly, takes action, and drives high-leverage improvements without over-engineering solutions. This is a unique opportunity to oversee our Support Engineering function, collaborate deeply with our Engineering and Product teams, and create scalable processes and systems for technical triage, debugging, and problem-solving. You should be energized by moving fast, experimenting, and making pragmatic decisions, even when you don’t have perfect data. If you love designing systems, building technical teams, and thinking holistically about how support can be a force multiplier across the business, you are in the right place! About This Role As the Support Engineering Manager, you will oversee a technically proficient team responsible for resolving complex product issues, supporting integrations and data workflows, and influencing product decisions through customer insights. This team serves as a key escalation layer for high-priority technical challenges while creating proactive solutions to elevate the broader Support organization