Director of Support Engineering

Job Description

Ashby is seeking a Director of Support Engineering to lead the strategic evolution of the support engineering function. This role operates at the intersection of Support, Engineering, and Product, defining how technical support operates at scale. You will lead and develop a high-performing Support Engineering organization through strong, engaged management of Support Engineering Managers and their teams. You will set a clear vision for how the function scales, drive alignment across leadership, and create an environment where both managers and individual contributors can do their best work. In addition, you will coach and support Support Engineering Managers in driving team performance, navigating complex technical and organizational challenges, and growing as leaders. This role also plays a key role in organizational design, ensuring the team structure evolves alongside increasing product complexity and customer needs. You will clarify ownership boundaries between Support and Engineering, develop mechanisms to reduce recurring issues, and ensure that insights from Support translate into meaningful product and platform improvements.

Qualifications

1. Experience collaborating deeply with engineering teams to resolve production issues or improve product supportability. 2. Track record of partnering with Engineering teams through data, context, and technical insight. 3. Strong judgment in navigating cross-team priorities and tradeoffs. 4. Ability to identify patterns in complex operational systems and design durable improvements. 5. Comfort operating in ambiguity and designing structures where none exists. 6. Strong bias toward pragmatic solutions that deliver real impact quickly. 7. Passion for improving the customer experience through technical excellence. 8. Ability to represent customer impact clearly in engineering discussions. 9. Understanding of how technical decisions affect supportability and long-term scalability. 10. Strong technical background in software engineering, technical support engineering, infrastructure, or similar fields. 11. Comfort discussing architecture, debugging approaches, APIs, integrations, and system behavior. 12. Ability to identify structural issues in technical workflows and design scalable solutions.

Benefits

- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible. - You get to sell a product that our prospects & customers are truly excited about. - Competitive compensation is offered. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. - Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. - Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! - $100/month education budget with more expensive items (like conferences) covered with manager approval.