Technical Support Engineering Manager - Americas

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $145K - $165K

Ashby is seeking its first Technical Support Engineering Manager to grow and shape the future of Support Engineering and Product Expertise. This role is crucial for scaling the Support Team's ability to resolve deeply technical issues and support complex customers and workflows. You will manage a team of skilled Support Engineers and Product Experts, work closely with Engineering to refine escalation and triage practices, and define how Support Engineering operates at Ashby. This is a unique opportunity to build a new area of the business and make a direct impact on both customers and internal teams.

About This Role

As the Technical Support Engineering Manager, you will oversee a technically proficient team responsible for resolving complex product issues, supporting integrations and data workflows, and influencing product decisions through customer insights. This team sits at the intersection of Support and Engineering and serves as a key escalation layer for high-priority technical challenges. You will play a hands-on role in developing the team’s capabilities, guiding cross-functional processes, and building the systems that will allow Support Engineering and Specialized Product Experts to scale effectively. You will define best practices, establish technical workflows, and build a strong partnership between Support and Engineering from day one.

Role Responsibilities

Team Leadership & Development

• 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 balancing 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.

Technical Expertise & Support Engineering Practices

• 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.

Cross-Functional Collaboration with Engineering & Product

• 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.

Process Design & Technical Enablement

• 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 drive improvements.