Support Systems Engineer at Ashby - Series D SaaS Growth

Ashby; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Unlimited PTO with four weeks advised

Stock options with 10-year exercise

12 weeks family leave (US)

Learning & development budget

Home-office setup budget

Extended health benefits

Company offsites and events

Job summary

Ashby is seeking a Support Systems Engineer to own the long-term administration of our Support platforms. This remote, US-open role combines system implementations with ongoing optimization, governance, and cross-functional collaboration with IT, RevOps, and Engineering.

You'll lead configurations, automations, and integrations, drive adoption, and build scalable workflows while supporting the Support team as Ashby scales rapidly in a Series D growth phase.

Qualifications

• You've configured a support ticketing system yourself, not just managed projects.
• Experience owning a support-system migration or implementation from scoping to go-live and beyond.
• Skeptical vendor evaluation with a structured assessment framework.
• Deep understanding of support workflows, including routing, SLA, priority, queues, escalation, and reporting.
• Experience with integrations and data migration; can discuss requirements with engineers.
• Ability to anticipate friction and tradeoffs as systems scale.
• Experience guiding teams through system or workflow changes with clear communication and training.
• Ability to build strong relationships with cross‑functional partners and leadership.

Responsibilities

• Lead implementation of new systems, tools, and workflows from planning through full rollout, including data migration and integrations.
• Design routing logic, SLAs, escalation paths, and reporting that scale with growth.
• Develop and lead change management plans with clear communication and training.
• Serve as long‑term administrator for Support systems, owning configuration, automations, and governance.
• Document architecture, admin processes, and escalation paths; keep documentation current.
• Evaluate new tools and integrations, pressure‑test demos, and hold vendors to commitments after signing.
• Partner with Workforce Management, QA, and Support Training to align systems with capacity planning and reporting.

Skills

Ticketing systems

System migration ownership

Vendor evaluation

Support workflows

Integrations & data

Workflow resilience

Team leadership & training

Cross-functional collaboration

Tools

Zendesk

Salesforce Service Cloud

Intercom

Plain

Pylon

Job description

Support Systems Engineer at Ashby - Series D SaaS Growth — Remote

Career Growth Potential: This is a high-ownership individual contributor role at a Series D startup (~300 people, 100%+ YoY growth). The "long-term owner" framing means you're building a function, not just executing a project — a rare opportunity to have a meaningful footprint on a scaling company's operational infrastructure.

Skills You'll Develop:

• Deep hands‑on expertise in enterprise support tooling (Zendesk, Salesforce Service Cloud, Intercom, Pylon) — highly marketable as companies scale their CX operations.
• Cross-functional systems architecture and change management — transferable to RevOps, IT Operations, or CX leadership roles.
• Vendor negotiation and evaluation frameworks — valuable in any senior ops or procurement role.

Compensation: No salary range is disclosed, which is a mild red flag for transparency. For a Support/CX Systems Engineer at a Series D SaaS company in the US, market rates typically range from $110,000–$160,000 annually depending on experience and location.

Green Flags: Unlimited PTO with an enforced 4-week recommendation, 10-year stock option exercise window (unusually generous), strong culture documentation (public Leadership Principles), and a thorough interview process that signals mutual evaluation, not just gatekeeping.

Watch For: The role involves ongoing administration in addition to implementation — ensure you're energized by both phases. The take-home assessment (5-day window) is a significant time investment upfront. Ashby's rapid growth means this role could evolve quickly into a team‑lead position for the right candidate.

Hello!

I'm Allie, Head of Support at Ashby .

That's why we're searching for a Support Systems Engineer to become the long-term owner of our Support systems.

If you love wrangling operational complexity, building durable systems, and being the person a team relies on to keep everything running well, this is the role for you.

About this Role

We're looking for someone who wants to plant a flag in Support Operations, with the experience to independently lead a system implementation and the ambition to keep raising the bar as our Support team grows and the systems and workflows we rely on become more complex.

The implementation will build on our existing systems and workflows, alongside our Support Operations Specialist, who helps teams use our tools effectively and keeps operational data reliable. From planning through rollout, you'll work with IT, RevOps, and Engineering to connect the system to the tools and processes around it. Getting the configuration right is only part of the work — helping the Support team adopt new workflows matters just as much.

The configuration, automations, and integrations behind our Support systems will remain yours to own and improve as our needs evolve. You'll be the person we rely on when something breaks, doesn't scale, or needs to be rethought entirely.

Role Responsibilities

Lead System Implementations

• Own implementation of new systems, tools, and workflows from planning and pilot through full rollout, including configuration, data migration, and integrations with our existing tools.
• Design routing logic, SLAs, escalation paths, and reporting that can handle more complexity as we grow.
• Develop and lead a change management plan that helps the team adopt new systems and workflows, with clear communication, thoughtful training, and structured feedback from frontline teams and Support leaders.

Administer and Optimize Support Systems

• Serve as the long‑term administrator for our Support systems, owning configuration, automations, workflow improvements, and governance, with access management handled in partnership with internal IT. Keep finding ways to reduce friction for the team and our customers.
• Document system architecture, admin processes, and escalation paths, and keep that documentation current.
• Evaluate new tools and integrations as our needs evolve, using structured demos and input from the teams affected. Pressure‑test vendor promises against our requirements, recommend solutions, and hold vendors to their commitments after the contract is signed.

Partner Across Support

• Partner with Workforce Management, QA, and Support Training to make sure our systems support capacity planning, reporting, and the technical workflows each team relies on.
• Be the go‑to person for Support tooling, advising on configuration decisions and working with Support Leadership to prioritize the systems improvements that matter most to the team.

Role Requirements

• Hands‑on experience implementing or administering a support ticketing system such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform. You've configured the system yourself, not just managed the project.
• Experience owning a support‑system migration or implementation, from scoping through go‑live and beyond. You can make judgment calls when requirements are unclear and see projects through without losing momentum.
• Vendor evaluation experience with real skepticism. You know how to build an assessment framework, pressure‑test a demo, and hold vendors to commitments after the contract is signed.
• You understand Support workflows, including routing, SLA and priority configuration, queue management, escalation paths, and the reporting Support leaders rely on.
• You understand integrations, APIs, and data migration well enough to work through technical requirements with engineers. You don't need to write the code, but you need to understand what you're asking for and why it matters.
• You can spot workflow friction, anticipate what will break as we grow, and make thoughtful tradeoffs about what to fix now versus later.
• Experience guiding teams through system or workflow changes, with clear communication, thoughtful training, and structured feedback from frontline teams and senior stakeholders.
• You can build strong working relationships with Workforce Management, QA, Engineering, and Support Leadership. You're comfortable explaining technical decisions to frontline team members and making the business case to senior stakeholders.

You Should Apply If:

• You've worked directly inside a support ticketing system and personally owned a system migration or implementation. You know where these projects go sideways and how to keep them on track.
• You want to own what you build, including ongoing administration, documentation, and improvement.
• You've questioned vendor promises and know how to get past a polished demo to understand what a product can actually deliver.
• You move comfortably between the bigger picture and the details — presenting a vendor recommendation to leadership in the morning and digging into workflow configuration in the afternoon.
• You like being the person a team turns to when something breaks or doesn't feel right, and you take ownership of fixing friction rather than waiting to be asked.

You Should Not Apply If:

• You haven't worked directly inside a support ticketing system at an admin or implementation level, or you want to manage this work from a distance.
• You're looking for an implementation project with a clear end date or lose interest once a system is running. Ongoing administration and improvement are just as important as the launch.
• You need a fully defined playbook, stable requirements, or someone else to make the decisions.
• You prefer to make systems decisions in isolation. This role requires close collaboration with Support Leadership, frontline team members, and cross‑functional partners.

About Ashby

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We're growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com .

About Go To Market

We view our Support team as an extension of the product itself — one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that give you an idea of what it's like to work with us:

• We spend a lot of time building best‑in‑class products since we believe a highly differentiated product is easier to sell.
• We also spend a lot of time building a best‑in‑class customer experience, aiming to offer deep expertise whenever we interact with prospects and customers.
• 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 value a strong sense of ownership, principled thinking over experience, and thoughtful communication. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.

Interview Process

Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, communication, judgment, and cross‑functional collaboration.

• Intro call with Recruiting — 30 min
• Take‑home assessment — 5 days to complete
• Virtual Onsite — 75 min
  • Support Partnerships — 30 min
  • Cross‑Functional Systems Management — 30 min
  • Closing Questions — 15 min
• Founder interview — 30 min

Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer‑paid supplemental health coverage.

• 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 recommended per year.
• Twelve weeks of fully paid family leave in the US. Ashby plans to expand this to employees in other countries as situations arise.
• A $1,200 annual learning and professional‑development budget.
• A one‑time $2,000 home‑office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company‑provided laptop.
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record).
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence‑driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Yes, Ashby is a fully distributed company with ~300 employees across 22+ countries. This role is open to candidates in the US and Canada.

Is this role fully remote? Yes, Ashby is a fully distributed company with ~300 employees across 22+ countries. This role is open to candidates in the US and Canada.

The job listing mentions Zendesk, Salesforce Service Cloud, Intercom, Plain, and Pylon as examples of relevant platforms. Direct hands‑on admin or implementation experience with any comparable system is accepted.

What support ticketing platforms does Ashby use or expect experience with? The job listing mentions Zendesk, Salesforce Service Cloud, Intercom, Plain, and Pylon as examples of relevant platforms. Direct hands‑on admin or implementation experience with any comparable system is accepted.

Ashby has not disclosed a salary range in this posting. Benefits vary by country and are discussed in more detail during the hiring process.

What is the salary range for this position? Ashby has not disclosed a salary range in this posting. Benefits vary by country and are discussed in more detail during the hiring process.

The process includes an intro recruiter call, a hiring manager interview, a 5-day take‑home assessment, a senior leadership interview, a 75‑minute virtual onsite, and a founder interview — six stages in total.

What does the interview process look like? The process includes an intro recruiter call, a hiring manager interview, a 5-day take‑home assessment, a senior leadership interview, a 75‑minute virtual onsite, and a founder interview — six stages in total.

This is a permanent, long‑term role. While there is an initial system implementation project, the expectation is ongoing ownership of support systems administration, documentation, and continuous improvement.

Remote work & career advice that actually works.