Ashby

Support Engineering Manager - Americas

Remote - US · Exec

Sponsorship not specifiedDetected 151 days ago

A/B TestingRecruitingHRISProblem Solving

About the role

We need someone who naturally gravitates toward the highest-leverage work by identifying waste, eliminating friction, and raising the technical bar of the team quickly.
You should be comfortable being wrong occasionally if it means we're right most of the time and moving at high velocity.

Lead and develop a team of Support Engineers focused on technical depth, problem-solving, and customer impact.
Help define the career path and responsibilities of Support Engineers at Ashby.
Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance.
Set standards for how the team escalates to Engineering, triages bugs, identifies patterns, and partners on long-term solutions.
Create internal tools and workflows that help the team operate with efficiency and consistency.
Balance operational needs with hands-on technical work, staying close by jumping into issues, exploring logs, or conducting hands-on testing when needed to support the team.
Collaborate closely with Engineering to shape how technical escalations are managed and how customer insights are tracked and actioned.
Work with Product to provide feedback loops from Support to improve usability and prevent repeat issues.

Demonstrated ability to make high-quality decisions quickly and operate effectively without perfect information.
Ability to zoom out and identify scalable processes for handling complex technical work.
You have strong instincts for what matters most and aren't afraid to make decisive calls.
You enjoy solving complex technical problems while enabling others to do the same.

Foster a culture of ownership, urgency, and high standards where problems are driven to resolution quickly and thoughtfully.
Foster a collaborative environment where knowledge-sharing and experimentation are encouraged.
Ship improvements quickly. Iterate. Raise the bar again.

10-year exercise window for stock options.
You shouldn't feel pressure to purchase stock options if you leave Ashby -do it when you feel financially comfortable.
Unlimited PTO with four weeks is recommended per year.
Expect "Vacation?" in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US.
Generous equipment, software, and home office furniture budget.
$100/month education budget with more expensive items (like conferences) covered with manager approval.

Continuously evaluate where time is being spent and ruthlessly prioritize work that drives the most impact for customers and the business.
You get to sell a product that our prospects & customers are truly excited about.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

This listing is sourced directly from Ashby's careers page and normalized into a canonical job model.