Director of Support Engineering – Remote & Equity

Ashby; United States; Remote; USD 160,000 - 239,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Family leave

Learning budget

Home office budget

Company laptop

Job summary

Ashby is seeking a Director of Support Engineering for the Americas to guide a growing, remote-enabled support engineering organization. You will lead through a Support Engineering Manager, partner with Support, Product, and Engineering, and set the standards that ensure scalable, high-quality issue resolution.

In this leadership role, you’ll shape routing, escalation, and feedback mechanisms, and drive investments in diagnostics, tooling, and enablement to improve product supportability across

Qualifications

• 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.
• You have shaped the boundary between frontline Support, Support Engineering, Product, and Engineering, including escalation criteria, triage practices, ownership, and feedback loops.
• You have used data and recurring patterns to drive improvements in supportability, product quality, tooling, process, or Engineering prioritization.
• You are energized by systems‑level problems and can turn operational friction into a focused strategy, a useful first version, and measurable improvement.
• You communicate clearly with technical and non‑technical audiences, especially when explaining tradeoffs, uncertainty, customer impact, and recommended action to senior stakeholders.
• You are a hands‑on, customer‑centric leader who can move between strategy, organizational design, technical details, and the day‑to‑day realities of supporting customers.
• You think about scalable support systems through automation, self‑serve, and AI‑enhanced tooling applied with good judgment.

Responsibilities

• 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.
• 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.

Job description

Ashby is seeking a Director of Support Engineering for the Americas to guide a growing, remote-enabled support engineering organization. You will lead through a Support Engineering Manager, partner with Support, Product, and Engineering, and set the standards that ensure scalable, high-quality issue resolution.

In this leadership role, you’ll shape routing, escalation, and feedback mechanisms, and drive investments in diagnostics, tooling, and enablement to improve product supportability across