Director of Support Engineering- Americas

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Partner closely with Engineering leadership to improve how technical issues are surfaced, investigated, and resolved
Help define clear ownership boundaries between Support and Engineering for bugs, performance issues, and platform limitations
Drive alignment on escalation pathways, debugging expectations, and response patterns for complex customer issues
Advocate for supportability and operability as core product design considerations

Analyze patterns in escalations, bugs, and technical customer friction to identify systemic improvements
Work with Engineering and Product teams to prioritize fixes that reduce recurring support load
Develop frameworks for how support insights influence engineering roadmap discussions
Improve the feedback loop between Support, Engineering, and Product

Identify gaps in diagnostics, logging, tooling, and workflows that limit Support’s ability to resolve technical issues
Partner with Engineering teams to design or implement tooling that improves debugging, triage, and issue resolution
Build scalable internal systems that allow Support to resolve more issues without Engineering involvement
Raise the technical leverage of the Support organization

Turn support escalation data into actionable insights that influence product and engineering decisions
Identify patterns in technical friction and propose high-impact improvements
Develop reporting frameworks that make the support impact of engineering decisions visible

Partner with the Head of Support to shape the long-term evolution of the Support Engineering function
Ensure the function scales effectively as Ashby’s product surface area and customer complexity grow

Experience collaborating deeply with engineering teams to resolve production issues or improve product supportability
Track record of partnering with Engineering teams through data, context, and technical insight
Strong judgment in navigating cross-team priorities and tradeoffs

Ability to identify patterns in complex operational systems and design durable improvements
Comfort operating in ambiguity and designing structures where none exists
Strong bias toward pragmatic solutions that deliver real impact quickly

Passion for improving the customer experience through technical excellence
Ability to represent customer impact clearly in engineering discussions
Understanding of how technical decisions affect supportability and long-term scalability

Strong technical background in software engineering, technical support engineering, infrastructure, or similar fields
Comfort discussing architecture, debugging approaches, APIs, integrations, and system behavior
Ability to identify structural issues in technical workflows and design scalable solutions

You enjoy solving systemic problems that span teams and functions
You want to influence how Engineering and Support collaborate at a growing SaaS company
You care about making support more technically capable and more strategically impactful
You are energized by turning operational friction into product improvements

You prefer roles focused primarily on people management or ticket oversight
You are uncomfortable influencing engineering strategy or challenging technical decisions
You prefer operating within established systems rather than designing new ones

Intro Call with Recruiting - 30 min
Hiring Manager Interview - 45-60 min
Take Home Assessment
VP of Customer Success Interview - 30 min
Founder Interview - 30 min
Final Round:Support Strategy & Customer Experience interview - 30 minEngineering Partnership, Influence & Vision - 30 min
Support Strategy & Customer Experience interview - 30 min
Engineering Partnership, Influence & Vision - 30 min

We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.
We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).
We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.
We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
You get to sell a product that our prospects & customers are truly excited about.
Competitive compensation is offered.
10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval.

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