[Hiring] Support Engineering Manager @Ashby

Role Description

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.

• Manage a team of highly skilled Support Engineers
• Work closely with Engineering to refine escalation and triage practices
• Define how Support Engineering operates at Ashby
• Oversee Support Engineering function and collaborate with Engineering and Product teams
• Create scalable processes and systems for technical triage, debugging, and problem-solving
• Design systems, build technical teams, and think holistically about support

Qualifications

• Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment
• Demonstrated ability to make high-quality decisions quickly
• Background in Software Engineering, Technical Support Engineering, DevOps, or similar roles
• Experience guiding cross-functional collaboration between Support and Engineering
• Familiarity with ATS/HRIS platforms or other enterprise systems is a plus

Requirements

• Ability to zoom out and identify scalable processes for handling complex technical work
• Strong judgment in prioritizing bugs, customer needs, and internal enablement work
• Comfort operating in ambiguity and creating structure where none exists
• Clear bias toward simplification over over-optimization

Benefits

• Time to do things the right way with an emphasis on high-quality work
• Sell a product that prospects & customers are truly excited about
• Competitive compensation offered
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with manager approval for more expensive items