SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Ashby is hiring a Director of Support Engineering to lead the technical support function across the Americas. You'll lead through a Support Engineering Manager and their team, partnering closely with Support, Product, and Engineering leadership to define systems and standards that help the organization resolve complex customer issues with clarity, speed, and sound judgment.
Support Engineering investigates issues requiring 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 issues can be resolved through configuration, data correction, documentation, enablement, or in-app changes—or whether they represent product defects requiring Engineering intervention. Your role is to make that path clear and scalable across a growing organization.
Key responsibilities include:
- Set the vision and operating model for Support Engineering, aligning priorities with broader Customer Success goals
- Directly lead, coach, and develop the Support Engineering Manager through clear expectations, regular feedback, 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, escalation quality, and handoffs
- Partner with Engineering and Product leadership to synthesize recurring technical customer patterns and influence prioritization of product, platform, tooling, and process improvements
- Establish data and review mechanisms to understand escalation health, recurring friction, resolution speed, frontline self-sufficiency, and the function's influence on product priorities
- Evolve organizational structure, hiring plan, onboarding, career paths, and regional model as Support Engineering scales
- Build trust across leadership by making tradeoffs visible and communicating technical and customer impact clearly
About Ashby: A Series D-funded (July 2025, $50M) talent management platform serving nearly 5,000 customers including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. Growing >100% YoY with ~300 people across 22+ countries. The company emphasizes best-in-class products, customer experience, small high-performing teams, and strong ownership.
Requirements:
- Led a Support Engineering, Technical Support, Developer Support, Production Support, or similarly technical function in a B2B SaaS or complex software environment
- Led through managers or built a leadership layer; ability to create clarity, accountability, and growth without becoming a bottleneck
- Technical depth to reason about APIs, integrations, logs, databases, application behavior, architecture, and debugging approaches; ability to earn trust of experienced engineers
- Shaped the boundary between frontline Support, Support Engineering, Product, and Engineering, including escalation criteria, triage practices, ownership, and feedback loops
- Used data and recurring patterns to drive improvements in supportability, product quality, tooling, process, or Engineering prioritization
- Energized by systems-level problems; ability to turn operational friction into focused strategy, useful first version, and measurable improvement
- Clear communication with technical and non-technical audiences, especially when explaining tradeoffs, uncertainty, and customer impact to senior stakeholders
- Hands-on, customer-centric leader who moves between strategy, organizational design, technical details, and day-to-day support realities
- Thoughtful about scalable support systems through automation, self-serve, and AI-enhanced tooling applied with good judgment
