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ManagerFull-timeGo
Salary Range
$163,200 - $220,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Engineering Manager to join our team at Ashby. This role focuses on building and managing a team of Support Engineers to resolve complex product issues and support integrations and data workflows.
Key Responsibilities
- →Lead and develop a team of Support Engineers focused on technical depth, problem-solving, and customer impact.
- →Foster a culture of ownership, urgency, and high standards where problems are driven to resolution quickly and thoughtfully.
- →Mentor team members on technical skills including log analysis, database querying, systems architecture, and integration troubleshooting.
- →Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance.
- →Collaborate closely with Engineering to shape how technical escalations are managed and how customer insights are tracked and actioned.
- →Partner with Support leadership to evolve how we measure success in high-complexity support scenarios.
Requirements
- ✓Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment.
- ✓Demonstrated ability to make high-quality decisions quickly and operate effectively without perfect information.
- ✓Background in Software Engineering, Technical Support Engineering, DevOps, or similar highly technical customer-facing roles.
- ✓Experience guiding cross-functional collaboration between Support and Engineering.
- ✓Ability to zoom out and identify scalable processes for handling complex technical work.
- ✓Strong judgment in prioritizing bugs, customer needs, and internal enablement work.
Benefits
- ★Competitive compensation is offered.
- ★Unlimited PTO with four weeks is recommended per year.
- ★Twelve weeks of fully paid family leave in the US.
- ★Generous equipment, software, and office furniture budget.
- ★$100/month education budget with more expensive items covered with manager approval.
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