--- title: 'Director of Support Engineering - Americas at Ashby' canonical: 'https://feeny.ai/job/director-of-support-engineering-americas-ashby-united-states-xwcappjfrb00' type: 'job' last_seen: '2026-09-15' --- # Director of Support Engineering - Americas at Ashby - **Company:** Ashby - **Location:** United States - **Compensation:** $160k–$239k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-08 - **Last confirmed live:** 2026-09-15 - **Apply:** https://jobs.ashbyhq.com/ashby/bf3a9621-0ff5-4f6a-a90d-081562d4dad2 ## Job description Hello! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring a Director of Support Engineering in AMER. As Ashby grows, our customers’ workflows, integrations, and technical environments become more complex. Support Engineering is the bridge that helps frontline Support investigate those issues, helps Engineering focus on confirmed defects and roadmap work, and turns technical customer issues into improvements across the product and support experience. We’re looking for a leader to shape that bridge at scale. You’ll lead through a Support Engineering Manager and their team, partner closely with Support, Product, and Engineering leadership, and define the systems and standards that help a growing organization resolve complex issues with clarity, speed, and sound judgment. ## About the role Support Engineering investigates the issues that require deeper technical understanding than frontline Support can provide. The team uses customer context, application behavior, logs, databases, integrations, APIs, and code-level context to determine whether an issue can be resolved through configuration, data correction, documentation, enablement, or an in-app change—or whether it is a product defect that Engineering needs to fix. Your role is to make that path clear and scalable: establish shared expectations across teams, ensure escalations are well validated and actionable, and help the organization learn from recurring patterns rather than treating each issue as an isolated event. You’ll lead the strategic evolution of the function through strong partnership with Support Engineering managers, frontline Support, Product, and Engineering. You’ll shape routing, triage, escalation, and feedback mechanisms; build reporting that makes technical friction visible; and guide investments in diagnostics, tooling, documentation, and enablement. You’ll also help leaders make better tradeoffs between immediate customer resolution and durable product or process improvements. As Director, you’ll directly manage the Support Engineering Manager and hold them accountable for team performance, technical quality, people development, and progress against the function’s priorities. You’ll set the vision for how Support Engineering grows with Ashby’s product surface area and customer complexity, while building the leadership structure, career paths, and operating model needed to scale over time. ## What you’ll own - Set the vision and operating model for Support Engineering, aligning the function’s priorities with Ashby’s broader Customer Success goals. - Directly lead, coach, and develop the Support Engineering Manager through clear expectations, regular feedback, career support, and accountability for team health, technical quality, and customer outcomes. - Build shared operating standards across frontline Support, Support Engineering, Product, and Engineering for triage, investigation, documentation, escalation quality, ownership, and handoffs, while clarifying how technical issues move from Support intake through investigation to Engineering or Product partnership. - Partner with Engineering and Product leadership to synthesize recurring technical customer patterns, improve supportability and operability, and influence prioritization of product, platform, tooling, and process improvements. - Establish the data and review mechanisms needed to understand escalation health, recurring friction, resolution speed, frontline self-sufficiency, customer effort, and the function’s influence on product priorities and supportability. Use these signals to guide improvements and develop the team over time. - Evolve the organization’s structure, hiring plan, onboarding, career paths, and regional model as Support Engineering scales. - Build trust across leadership by making tradeoffs visible, communicating technical and customer impact clearly, and helping teams move forward when ownership or priorities are ambiguous. You should apply if - 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, a useful first version, and measurable improvement. - You communicate clearly with technical and non-technical audiences, especially when explaining tradeoffs, uncertainty, customer impact, and recommended action to senior stakeholders. You communicate with concision and can compress a complex tradeoff into a few clear sentences for senior stakeholders. - You are a hands-on, customer-centric leader who can move between strategy, organizational design, technical details, and the day-to-day realities of supporting customers. - You think about scalable support systems through automation, self-serve, and AI-enhanced tooling applied with good judgment. You should not apply if - You’re looking primarily for a people-management or queue-oversight role and do not want to shape technical workflows, escalation quality, or cross-functional operating models. - Most of your experience is in internal IT, infrastructure, cloud operations, or systems administration without substantial experience with customer-impacting SaaS applications, technical support, or product supportability. - You prefer to operate within established systems rather than design new structures as a function and product organization grows. - You see Support Engineering primarily as a pass-through queue to Engineering rather than an investigation, enablement, and leverage layer that should help resolve more issues independently. - You’re uncomfortable influencing Engineering or Product priorities, challenging assumptions respectfully, or navigating tradeoffs between a quick resolution and a more scalable solution. - You prefer prolonged analysis or perfect certainty over making a well-reasoned decision, learning quickly, and improving the system in motion. ## About Ashby Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more athttps://www.ashbyhq.com/[ashbyhq.com](http://ashbyhq.com). ## About Go To Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our[Leadership Principles](https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles) to get a sense of what we value in People Leaders at Ashby. Interview process Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, people management, communication, judgment, and cross-functional collaboration. - Intro call with Recruiting — 30 min - Hiring Manager interview — 45 min - Take-home assessment - 5 days to complete - Support Leadership — 30 min - Founder interview — 30 min - Virtual Onsite — 75 min - Engineering Partnership — 30 min - Support Eng Team — 30 min - Closing Questions — 15 min ## Benefits Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. - 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 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. - A $1,200 annual learning and professional-development budget. - A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. - Extended health benefits for you and your dependents (subject to availability with our Employer of Record) - Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position. ## About Ashby ## Company Overview - **One-liner**: Ashby provides an all-in-one recruiting software platform that combines ATS, CRM, Scheduling, and Analytics, with AI embedded across every layer. - **Entity Type**: Private - **Headquarters**: San Francisco, California, USA (remote-first company) - **Founded**: 2018 - **Founders**: Benjamin Encz (Co-founder & CEO), Abhik Pramanik (Co-founder & VP of Engineering) ## Core Business - **Primary industry/industries**: Recruiting technology (HR Tech), Applicant Tracking Systems (ATS), Talent Acquisition Software - **Target customers**: B2B, serving ambitious teams from startups to enterprises (1–100 employees through 1,000+ employees) - **Mission or purpose statement**: To empower ambitious teams to excel at hiring by providing a powerful, integrated recruiting platform that evolves at the speed of AI. ## Products & Services For each major offering: - **[Ashby ATS & CRM]**: All-in-one recruiting platform combining Applicant Tracking System and Candidate Relationship Management. Manages the full hiring workflow from sourcing to offer. - **[Ashby Scheduling]**: Automated interview scheduling integrated directly into the platform. - **[Ashby Analytics]**: Advanced recruiting analytics that can work on top of existing recruiting tools, providing custom reporting and actionable insights. - **[Ashby for Enterprise]**: Enterprise-grade solution with sophisticated hiring needs, supporting large organizations with structured hiring and deep integrations. - **[Ashby for Growth]**: Scalable solution for companies with 101–1,000 employees needing robust hiring capabilities. - **[Ashby for Startups]**: Easy-to-use, all-in-one product designed for early-stage companies (1–100 employees) that scales with them. ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Key Metric**: Total Funding (Private company) — not publicly disclosed; serves 2,900+ customers as of 2025. - **Notable Investors/Partners**: Not explicitly listed in available sources, but the company has grown to over 2,900 customers with 135% YoY growth. - **Growth Signals**: 135% year-over-year growth; expanded from "only a few hundred customers" to 2,900+; operates as a remote team across 20+ countries; added major enterprise capabilities. ## Competitive Advantages - **True all-in-one platform**: No need to choose between ATS, CRM, scheduling, and analytics — all are natively integrated, reducing tool sprawl. - **AI embedded in every layer**: Meaningful AI integration built on a strong data foundation, not just superficial features. - **Structured hiring end-to-end**: Enables more accurate and fair candidate assessments with structured, data-driven processes. - **Custom reporting and insights**: Provides instant visibility and actionable analytics to improve hiring continuously. - **Remote-by-design company culture**: Built as a fully remote team from the start, with employees across 23 countries in North America, South America, Europe, and Asia. - **Strong operating principles**: Documented culture emphasizing principled thinking, ownership, thoughtful communication, and long-term optimization. ## Strategic Focus - **Current priorities and direction for growth**: Deepening AI capabilities across the entire platform; scaling to serve larger enterprise customers; maintaining high-quality customer experience as the company grows; expanding globally with remote teams across multiple continents. ## Why Work Here - **Culture**: Remote-first company with a well-defined set of operating principles including "Be Frustratingly Patient About Hiring," "Optimize For The Long Term," and "Care Deeply About Our Customers." Team emphasises continuous improvement, constructive debate, and thoughtful communication. - **Remote/hybrid/office policy**: Fully remote-first — employees work from 23 different countries across North America, South America, Europe, and Asia. Hosts annual company-wide gatherings and individual team meetups. - **Notable perks or engineering culture**: Strong engineering culture with multiple open engineering roles (Staff Product Engineer, Staff Platform Engineer, Senior Software Engineer, Engineering Managers). Emphasis on "principled thinking over experience" — the company values how you think and solve problems over simply having the right background. - **Growth trajectory**: Joining a rapidly scaling company (135% YoY growth) with significant career development opportunities as the company expands. - **Current open roles (as of search date)**: Engineering Manager (multiple regions), Staff Product Engineer, Staff Platform Engineer, Staff Design Engineer, Senior Software Engineer, Senior Product Designer, Technical Recruiter, Product Support roles, Strategy & Operations roles, various sales and customer success positions. ## Sources 1. [ashbyhq.com](https://www.ashbyhq.com) 2. [ashbyhq.com/careers](https://www.ashbyhq.com/careers) 3. [ashbyhq.com/team](https://www.ashbyhq.com/team) 4. [ashbyhq.com/blog/culture/ashbys-operating-principles](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles) 5. [jobs.ashbyhq.com/ashby](https://jobs.ashbyhq.com/ashby/) ## Other roles at Ashby - [Product Support Engineer - EMEA](https://feeny.ai/job/product-support-engineer-emea-ashby-united-kingdom-k5rrt3qen4bg) — United Kingdom - [Product Manager, Onboarding and Growth](https://feeny.ai/job/product-manager-onboarding-and-growth-ashby-united-states-fdgsd6mrg8fr) — United States - [Sr. Total Rewards Manager](https://feeny.ai/job/sr-total-rewards-manager-ashby-united-states-7y3xka39ez1j) — United States - [Integrations Consultant - Americas](https://feeny.ai/job/integrations-consultant-americas-ashby-united-states-w8t9m0by9f4a) — United States - [Principal PMM, Brand Narrative & Keynote](https://feeny.ai/job/principal-pmm-brand-narrative-keynote-ashby-united-states-sbbjdjd9ttab) — United States - [Mid Market Account Executive - EMEA (French Speaking)](https://feeny.ai/job/mid-market-account-executive-emea-french-speaking-ashby-france-5bp5rfw12agh) — France - [Technical Solutions Consultant - Americas](https://feeny.ai/job/technical-solutions-consultant-americas-ashby-united-states-3sj35awvc3am) — United States - [Senior Strategic Implementation Specialist - EMEA](https://feeny.ai/job/senior-strategic-implementation-specialist-emea-ashby-europe-4wm8j33jqq2y) — Europe - [Marketing Strategy & Planning Manager](https://feeny.ai/job/marketing-strategy-planning-manager-ashby-united-states-6gqbnt3kcsps) — United States - [Community Lead & TA Advisor - AMER](https://feeny.ai/job/community-lead-ta-advisor-amer-ashby-united-states-y2549gvw19sf) — United States