Technical Support Engineering Manager – Americas

Company Name: Ashby
Location: Remote – North to South America
Job Type: Full-time
Salary Range: $145K – $165K yearly (plus Equity)
Industry: B2B SaaS (Software as a Service) / Recruiting Technology

Job Overview

Ashby is a leading B2B SaaS company that’s revolutionizing Recruiting Technology, empowering businesses across the globe to optimize their hiring processes. We’re looking for a highly experienced and technically adept Technical Support Engineering Manager – Americas to lead a pivotal function within our remote team, spanning from North to South America. This full-time, senior-level role offers a unique opportunity to build and scale a support engineering organization from the ground up, tackling complex technical challenges and enhancing the customer experience.

As a Technical Support Engineering Manager, you’ll be instrumental in developing scalable processes for diagnosing and resolving intricate technical issues, particularly those involving software integrations, APIs, and backend debugging. You’ll lead and mentor a team of Support Engineers, fostering a culture of technical depth and customer impact, while advocating for customer needs in discussions with Engineering and Product teams. If you possess a deep understanding of cloud technologies, thrive in ambiguity, and are passionate about building a world-class technical support function in a fast-paced, innovative environment, Ashby invites you to join our groundbreaking team.

Duties and Responsibilities

• Provide Support & Technical Leadership, with proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment.
• Apply deep knowledge of software integrations, APIs, and backend debugging practices to solve complex problems.
• Guide cross-functional collaboration between Support and Engineering teams.
• Leverage familiarity with ATS/HRIS platforms or other enterprise systems (a plus) to understand customer environments.
• Utilize Systems Thinking & Process Design expertise to identify scalable processes for handling complex technical work.
• Exercise strong judgment in prioritizing bugs, customer needs, and internal enablement work.
• Be comfortable operating in ambiguity and creating structure where none exists.
• Demonstrate a Customer-Centric, Engineering-Aware approach, passionate about improving customer experience through technically sound solutions.
• Comfortably represent customer needs in Engineering discussions and advocate for supportability.
• Maintain a high bar for quality while moving quickly and iterating.
• Lead and develop a team of Support Engineers and Product Experts, focusing on technical depth, problem-solving, and customer impact.
• Coach team members on debugging techniques, systems thinking, and balancing precision with efficiency.
• Foster a collaborative environment and help define clear career paths for the team.
• Implement Technical Expertise & Support Engineering Practices by building scalable, repeatable processes for diagnosing and resolving complex issues (integrations, APIs, analytics, product performance).
• Set standards for escalation, triage, pattern identification, and long-term solutions.
• Create internal tools and workflows to enhance team efficiency.
• Stay close to technical work by jumping into issues, exploring logs, and performing hands-on testing.
• Engage in close Cross-Functional Collaboration with Engineering & Product, working with Engineering on technical escalations and customer insights.
• Collaborate with Product for feedback loops and advocate for customers in technical conversations.
• Drive Process Design & Technical Enablement by partnering with the Support Leadership Team to address tooling/workflow/diagnostics gaps.
• Use data from escalations/feedback to recommend improvements and evolve how success is measured.
• Scale the Support Engineering function by continuously improving processes and capabilities.

Qualifications

• Experience Level: Senior-Level (Implied by the managerial role, the focus on building a new function from the ground up, and the deep technical requirements.)
• Education Requirement: Relevant experience or a Bachelor’s degree in a related field is typically preferred.
• Required Skills:
  • Support & Technical Leadership: Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment; deep knowledge of software integrations, APIs, and backend debugging practices; experience guiding cross-functional collaboration between Support and Engineering; familiarity with ATS/HRIS platforms or other enterprise systems (plus).
  • Systems Thinking & Process Design: Ability to identify scalable processes for handling complex technical work; strong judgment in prioritizing bugs, customer needs, and internal enablement work; comfort operating in ambiguity and creating structure where none exists.
  • Customer-Centric, Engineering-Aware: Passionate about improving customer experience through well-designed, technically sound solutions; comfortable representing customer needs in Engineering discussions and advocating for supportability; able to hold a high bar for quality while moving quickly and iterating.
  • Team Leadership & Development: Leading and developing a team of Support Engineers and Product Experts focused on technical depth, problem-solving, and customer impact; coaching team members on debugging techniques, systems thinking, and balancing precision with efficiency; fostering a collaborative environment; helping define career paths.
  • Technical Expertise & Support Engineering Practices: Building scalable, repeatable processes for diagnosing and resolving complex issues (integrations, APIs, analytics, product performance); setting standards for escalation, triage, pattern identification, and long-term solutions; creating internal tools and workflows; staying close to technical work (jumping into issues, exploring logs, hands-on testing).
  • Cross-Functional Collaboration with Engineering & Product: Collaborating closely with Engineering on technical escalations and customer insights; working with Product for feedback loops; advocating for customers in technical conversations.
  • Process Design & Technical Enablement: Partnering with Support Leadership Team to address tooling/workflow/diagnostics gaps; using data from escalations/feedback to recommend improvements; evolving how success is measured; scaling the Support Engineering function.

Salary and Benefits

Ashby offers a competitive annual salary ranging from $145K – $165K yearly, plus Equity, for this full-time Technical Support Engineering Manager – Americas position. We believe in investing in our employees and offer a comprehensive benefits package designed to support your overall well-being and professional growth. While specific benefits vary, they typically include robust health insurance options, generous paid time off, and opportunities for continuous learning and career development in a high-growth SaaS environment, complemented by company equity.

Working Conditions

This is a full-time, remote position, spanning across North to South America. You’ll work from your home office, utilizing various communication, support, and collaboration tools to interact with customers and internal teams. The role demands strong leadership skills, a highly analytical and technical approach, and the ability to build and manage a remote team effectively across diverse time zones. You’ll be expected to identify and implement scalable processes, drive timely issue resolution, and continuously advocate for both customer and employee needs in a dynamic and fast-paced environment.

Why Work with Us

At Ashby, we’re building the future of Recruiting Technology, and we’re looking for passionate leaders to join us on this exciting journey. We’re a rapidly growing B2B SaaS company with a culture that values excellence, technical depth, systematic thinking, and a deep commitment to our customers and employees.

As a Technical Support Engineering Manager, you’ll have the unique opportunity to build and scale a critical function within our support organization, directly influencing the success of our customers and shaping our global support strategy. You’ll work in a highly autonomous remote environment where your technical expertise, analytical mind, and passion for coaching will be celebrated. If you’re ready to make a significant impact in the recruiting tech space and thrive in a fast-paced, customer-centric culture, Ashby offers an unparalleled opportunity for your career.