Taking applicationsTechnical Support·Posted 8d ago
Support Engineering Manager ‑ Americas
AshbyVerified company
Remote - US Remote - Canada
Pay
$62.5–$84/hr
Job type
Full-time · Remote
Hours
Flexible
Location
US Remote
Open to people in the United States
EnglishSenior level
About the role
Ashby is hiring its first Support Engineering Manager for the Americas to lead a technical support engineering team that investigates complex product and integration issues. The role combines people management with hands-on escalation work and is open only to candidates in the US or Canada.
What you'll do
- Lead and coach Support Engineers
- Review complex investigations and escalations
- Build operating standards across Support, Product, and Engineering
- Partner with Engineering and Product on recurring customer issues
- Improve tooling, diagnostics, routing, and documentation
- Hire and onboard future Support Engineers
- Track resolution speed, escalation quality, and customer effort
What you'll need
- Direct people-management experience in technical support or B2B SaaS
- Technical depth in APIs, integrations, logs, databases, and application behavior
- Ability to distinguish configuration or data issues from product defects
- Experience improving escalation, triage, or support-to-Engineering workflows
- Experience building processes or standards from scratch
- Clear communication with technical and non-technical audiences
- Based in the US or Canada
Skills
Technical support leadershipPeople managementAPIs and integrationsLogs and databasesEscalation and triageCross-functional collaborationProcess buildingClear communication
Benefits
Paid time offHealth insuranceEquipment providedEquity$1,200 learning budgetPaid family leaveCompany offsites
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Applications close on 18 November.