Technical Support Engineering Manager - Americas

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Requirements:

• Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment.
• Deep knowledge of software integrations, APIs, and backend debugging practices.
• Experience guiding cross-functional collaboration between Support and Engineering.
• Familiarity with ATS/HRIS platforms or other enterprise systems is a plus.
• 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.
• Passionate about improving the customer experience through well-designed, technically sound solutions.
• Comfortable representing customer needs in Engineering discussions and advocating for supportability.
• Able to hold a high bar for quality while still moving quickly and iterating.

Responsibilities:

• Lead and develop a team of Support Engineers and Product Experts focused on technical depth, problem-solving, and customer impact.
• Coach team members on debugging techniques, systems thinking, and how to balance precision with efficiency.
• Foster a collaborative environment where knowledge-sharing and experimentation are encouraged.
• Help define the career path and responsibilities of Support Engineers and Product Experts 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.
• Stay close to the technical work 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.
• Serve as an advocate for customers in technical conversations and help Engineering teams understand the support impact of product decisions.
• Partner with our Support Leadership Team to Identify and address gaps in our current tooling, workflows, and diagnostics capabilities.
• Use data from escalations and customer feedback to recommend changes that improve team effectiveness and customer outcomes.
• Partner with Support leadership to evolve how we measure success in high-complexity support scenarios.
• Help scale Support Engineering as a function by documenting approaches, onboarding new team members, and contributing to internal tooling.