Support Engineering Manager - NAMER

Hello!

I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring our first Support Engineering Manager in AMER.

Support Engineering is the technical bridge between frontline Support, Product, and Engineering. The team investigates complex product and customer issues, helps confirm which problems truly require code changes, and enables the broader Support organization to resolve more issues independently. We’re looking for a hands-on leader to make that bridge stronger as the function grows—aligning technical rigor with Ashby’s broader standards for customer success.

This is not a traditional Support Manager role. You’ll manage and mentor Support Engineers, stay close to complex investigations, and work with Engineering and Product to improve how technical issues are diagnosed, escalated, and resolved. You’ll help define the standards and systems that let a small, highly technical team move quickly without sacrificing judgment or quality.

About the role

When a complex issue moves beyond frontline Support, Support Engineering investigates the problem using customer context, application behavior, logs, databases, integrations, APIs, and code-level context. The team determines whether the issue can be resolved through configuration, data correction, documentation