Director of Support Engineering

About the role

In the context of Ashby's growth, customer workflows, integrations, and technical environments are becoming increasingly layered and sophisticated. The Director of Support Engineering will own the end-to-end health and evolution of the Support Engineering function, ensuring that complex customer issues are routed, investigated, and resolved with precision and speed. You will translate intricate technical signals and customer context into clear actions for Engineering and Product, turning reactive support into proactive improvements. This role is responsible for defining scalable systems and standards that make technical friction visible and actionable across the organization. You will partner closely with Support, Product, and Engineering leadership to align priorities and remove blockers that prevent durable resolution. Through coaching, accountability, and strategic judgment, you will ensure the team can scale without losing quality or clarity. Ultimately, you will shape how Ashby learns from real-world usage and turns that learning into better products, supportability, and customer outcomes.

Key facts

What you'll do

Define and evolve the operating model for Support Engineering, aligning its priorities with Customer Success, Product, and Engineering goals.

Lead, coach, and develop the Support Engineering Manager, setting clear expectations and holding them accountable for team performance, technical quality, and career growth.

Establish shared standards for triage, investigation, documentation, escalation quality, ownership, and handoffs between frontline Support, Support Engineering, Product, and Engineering.

Synthesize recurring technical customer patterns and translate them into actionable improvements for supportability, product quality, and engineering prioritization.

Build and refine data and review mechanisms that surface escalation health, resolution speed, recurring friction, and the function's influence on product decisions.

Design routing and feedback mechanisms that ensure the right issues reach the right teams at the right time with clear context and expected outcomes.

Guide investments in diagnostics, tooling, documentation, and enablement that reduce effort for both customers and internal teams.

Shape the evolution of the organization's structure, hiring plan, onboarding, career paths, and regional model as Support Engineering scales responsibly.

Evaluate the impact of Support Engineering initiatives on customer effort, issue resolution, and downstream product or process improvements.

Build trust across leadership by making tradeoffs visible, communicating technical and customer impact clearly, and helping teams move forward amid ambiguity.

Partner with Engineering and Product leadership to close the loop between customer issues and roadmap or platform improvements.

Champion sound judgment in escalation decisions, balancing immediate customer resolution against long-term product and process durability.

Evolve supportability practices by defining metrics, experiments, and learning loops that turn isolated incidents into systemic improvements.

Lead cross-functional collaboration to ensure that investigations, fixes, and enablement efforts are coordinated, transparent, and continuously refined.

Requirements

You have led a Support Engineering, Technical Support, Developer Support, Production Support, or similarly technical function in a B2B SaaS or complex software environment.

You have led through managers or built a leadership layer, and know how to create clarity, accountability, and growth without becoming a bottleneck for decisions.

You have enough technical depth to reason about APIs, integrations, logs, databases, application behavior, architecture, and debugging approaches - and to earn the trust of experienced engineers.

You have shaped the boundary between frontline Support, Support Engineering, Product, and Engineering, including escalation criteria, triage practices, ownership, and feedback loops.

You have used data and recurring patterns to drive improvements in supportability, product quality, tooling, process, or Engineering prioritization.

You are energized by systems-level problems and can turn operational friction into a focused strategy that balances speed, clarity, and durability.

You communicate with precision and empathy, adapting your style to executives, engineers, and customer-facing partners.

You are comfortable making decisions with incomplete information while maintaining rigor in validation and follow-through.

Nice to have

There are no explicitly stated preferred qualifications, skills, or experiences in the provided source material beyond the requirements listed above.

Practical notes

The role is fully remote with a location designated as Remote

US, indicating that candidates must be eligible to work in the United States.

The engagement is full_time, and no specific hours, travel requirements, visa sponsorship details, or application deadlines are provided in the source material.