First Support Eng Manager — Lead, Coach, and Scale Technical Support

Ashby, Inc.; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Family leave

Learning budget

Home-office budget

Company laptop

Job summary

Ashby, Inc. is hiring its first Support Engineering Manager in AMER to lead a hands-on, high‑impact team. You will mentor Support Engineers, guide complex investigations, and partner with Engineering and Product to improve diagnostic approaches and escalation quality.

You’ll shape standards, processes, and hiring for a growing function that balances technical rigor with customer success. This is a leadership role centered on measurable outcomes and cross‑functional collaboration.

Qualifications

• Experience leading a technical support or DevOps-like team in a SaaS environment.
• Ability to coach engineers through complex investigations and drive impact.

Responsibilities

• Lead, coach, and develop Support Engineers with regular feedback and clear ownership.
• Review investigations, coach on APIs/integrations/logs/databases, and improve triage practices.
• Define shared standards for escalation, handoff, and customer impact.
• Partner with Engineering and Product to drive durable improvements and code changes when needed.
• Hire and onboard future engineers and build scalable growth across regions.
• Track metrics: resolution speed, escalation quality, and customer effort.

Skills

People management

Technical leadership

Mentorship

API knowledge

Data diagnostics

Cross-functional collaboration

Job description

Ashby, Inc. is hiring its first Support Engineering Manager in AMER to lead a hands-on, high‑impact team. You will mentor Support Engineers, guide complex investigations, and partner with Engineering and Product to improve diagnostic approaches and escalation quality.

You’ll shape standards, processes, and hiring for a growing function that balances technical rigor with customer success. This is a leadership role centered on measurable outcomes and cross‑functional collaboration.