Support Engineering Manager - Americas

New

AshbyB2B SaaS

Remote - US; Secondary Locations: Remote - CanadaFull-TimeManager

Salary$130K - $175K; US - Remote: $130K – $160K; Canada - Remote: CA$130K – CA$160K; NYC, San Francisco: $150K – $175K

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Job Details

Direct people-management experience leading a technical support, developer support, production support, or support engineering team in a B2B SaaS environment.
Proven experience in hands-on people leadership, reviewing technical work, and providing precise feedback.
Ability to coach engineers through technical and judgment gaps.
Technical depth to reason about APIs, integrations, logs, databases, application behavior, and code-level context.
Ability to distinguish between configuration, data, documentation, and product defect issues.
Experience improving escalation, triage, or support-to-Engineering workflows.
Experience building processes, workflows, or standards from scratch.
Ability to make clear decisions with incomplete information and iterate based on results.
Strong communication skills for interacting with both technical and non-technical audiences.

Lead, coach, and develop Support Engineers through regular feedback, technical mentorship, and career development.
Stay close to complex investigations by reviewing technical work, joining escalations, and coaching on APIs, integrations, logs, and databases.
Build shared operating standards across Support, Product, and Engineering to reduce customer effort and improve escalation quality.
Partner with Engineering and Product to validate defects, improve supportability, and determine durable solutions.
Identify workflow friction and ship practical improvements to tooling, diagnostics, and triage processes.
Hire and onboard future Support Engineers and build a scalable model for technical growth.

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