The opportunity
Support Engineering investigates the issues that require deeper technical understanding than frontline Support can provide. The team uses customer context, application behavior, logs, databases, integrations, APIs, and code-level context to determine whether an issue can be…
What you'll do
Set the vision and operating model for Support Engineering, aligning the: function’s priorities with Ashby’s broader Customer Success goals.
Directly lead, coach, and develop the Support Engineering Manager through: clear expectations, regular feedback, career support, and accountability for team health, technical quality, and customer outcomes.
Build shared operating standards across frontline Support, Support: Engineering, Product, and Engineering for triage, investigation, documentation, escalation quality, ownership, and handoffs, while clarifying how technical issues move from Support intake through investigation to Engineering or Product partnership.
Partner with Engineering and Product leadership to synthesize recurring: technical customer patterns, improve supportability and operability, and influence prioritization of product, platform, tooling, and process improvements.
Establish the data and review mechanisms needed to understand escalation: health, recurring friction, resolution speed, frontline self-sufficiency, customer effort, and the function’s influence on product priorities and supportability. Use these signals to guide improvements and develop the team over time.
Evolve the organization’s structure, hiring plan, onboarding, career paths,: and regional model as Support Engineering scales.
What they're looking for
- Build trust across leadership by making tradeoffs visible, communicating: technical and customer impact clearly, and helping teams move forward when ownership or priorities are ambiguous.
- You have led a Support Engineering, Technical Support, Developer Support,: Production Support, or similarly technical function in a B2B SaaS or complex software environment.
- You have led through managers or built a leadership layer, and know how to: create clarity, accountability, and growth without becoming a bottleneck for decisions.
- You have enough technical depth to reason about APIs, integrations, logs,: databases, application behavior, architecture, and debugging approaches—and to earn the trust of experienced engineers.
