Director of Support Engineering - Americas
Skills
About the role
This is a director-level role at Ashby leading the Support Engineering function across the Americas, for someone who has scaled a technical support organization through managers. Ashby builds recruiting software used by nearly 5,000 customers including Shopify, Snowflake, OpenAI and Confluent. The role manages a Support Engineering Manager and partners closely with Support, Product and Engineering leadership.
What you’ll do
- Set the vision and operating model for Support Engineering
- Directly lead, coach and develop the Support Engineering Manager
- Build shared operating standards across Support, Support Engineering, Product and Engineering for triage and escalation
- Partner with Engineering and Product to synthesize recurring technical patterns and influence prioritization
- Establish data and review mechanisms for escalation health and resolution speed
- Evolve org structure, hiring plan and career paths as the function scales
What they’re looking for
- Experience leading a Support Engineering, Technical Support, Developer Support or Production Support function in B2B SaaS
- Experience leading through managers and building a leadership layer
- Technical depth to reason about APIs, integrations, logs, databases and debugging approaches
- Experience shaping the boundary between frontline Support, Support Engineering, Product and Engineering
- Track record using data to drive supportability and process improvements
What’s on offer
- $160,000-$239,000
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended
- Twelve weeks fully paid family leave in the US
- $1,200 annual learning and development budget
- $2,000 one-time home-office setup budget
- Extended health benefits
Questions about this role
Is this role remote?
It is remote within the United States, with the job also listed at Ashby's San Francisco location.
How much does it pay?
$160,000 to $239,000.
Does the company sponsor visas?
Yes, visa sponsorship is available.
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