Remote - North to South America
Remote
Senior
Full Time
21 days ago
💰$ 145,000 - $ 180,000
Support Engineering ManagerTechnical SupportB2B SaaSRemoteLeadershipCustomer Success
Requirements
- •Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment
- •Demonstrated ability to make high-quality decisions quickly and operate effectively without perfect information
- •Background in Software Engineering, Technical Support Engineering, DevOps, or similar highly technical customer-facing roles
- •Experience guiding cross-functional collaboration between Support and Engineering
What You'll Do
- •Lead and develop a team of Support Engineers focused on technical depth, problem-solving, and customer impact
- •Foster a culture of ownership, urgency, and high standards where problems are driven to resolution quickly and thoughtfully
- •Mentor team members on technical skills including log analysis, database querying, systems architecture, and integration troubleshooting
- •Foster a collaborative environment where knowledge-sharing and experimentation are encouraged
- •Help define the career path and responsibilities of Support Engineers at Ashby
- •Recruit and grow talent with strong technical foundations in reading and understanding code, collaborating on bug reproduction, and working effectively with Engineering teams
- •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
- •Continuously evaluate where time is being spent and ruthlessly prioritize work that drives the most impact for customers and the business
- •Ship improvements quickly. Iterate. Raise the bar again
- •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
- •Push for clarity and resolution. When tradeoffs exist, help the team move forward decisively
- •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
- •Default to action. Build the first version. Improve it in motion
Nice to Have
- •Familiarity with ATS/HRIS platforms or other enterprise systems
Benefits
- •Time to do things the right way with emphasis on high quality work
- •Selling a product that prospects and customers are truly excited about
- •Competitive compensation
- •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 with plans to expand
- •Generous equipment, software, and office furniture budget
- •$100/month education budget with manager approval for more expensive items
About Ashby
Ashby develops human resource software to assist companies with hiring and manpower management.
San Francisco, CA
100-250
HR & Recruiting