Support Engineering Manager - Americas
Ashby · Remote · Remote - US · Remote - Canada ·
COMPENSATION
$130k – $153k
Listed on the employer's job board (Ashby)
- Fully remote (Americas)
- People management role
- B2B SaaS environment
- First hire in region
- Unlimited PTO
As the first Support Engineering Manager in the Americas, you will build and lead a team that acts as the technical bridge between customer support, product, and engineering. You will manage support engineers, guide complex investigations into APIs and databases, and define standards for escalations. The goal is to resolve more issues independently while ensuring engineering receives clear, actionable defect reports.
What you'll do
- Lead, coach, and develop support engineers through feedback and career planning
- Review technical work and join escalations to guide ambiguous investigations
- Build operating standards to help frontline support resolve issues independently
- Partner with engineering and product to validate defects and improve supportability
- Identify workflow friction and implement improvements to tooling and diagnostics
- Hire and onboard future support engineers as the function expands
- Track metrics like resolution speed, escalation quality, and customer effort
What you'll need
- Direct people-management experience in technical support or support engineering
- Background in B2B SaaS or complex software environments
- Ability to reason about APIs, integrations, logs, databases, and code context
- Experience distinguishing configuration issues from true product defects
- Proven track record of improving escalation or triage workflows
- Strong communication skills for technical and non-technical audiences
- Comfort making decisions with incomplete information and iterating quickly
Stack
- Ashby
How you'll work
- Fully remote position based in the Americas
- Company-provided laptop included
- $2,000 one-time home-office setup budget
- Annual company offsites and team meetups
What you get
- Unlimited PTO with four weeks recommended per year
- 10-year exercise window for stock options
- 12 weeks fully paid family leave in the US
- $1,200 annual learning and professional-development budget
- Employer-paid supplemental health coverage where available
- Extended health benefits for dependents subject to availability
Hiring process
- Intro call with Recruiting (30 min)
- Hiring Manager interview (45 min)
- Take-home assessment (5 days to complete)
- Support Leadership interview (30 min)
- Founder interview (30 min)
- Virtual Onsite including Engineering and Support Manager partnerships (75 min)