Lead and develop a team of Support Engineers focused on technical depth, problem-solving, and customer impact
Foster a culture of ownership, urgency, and high standards where problems are driven to resolution quickly and thoughtfully
Mentor team members on technical skills including log analysis, database querying, systems architecture, and integration troubleshooting
Foster a collaborative environment where knowledge-sharing and experimentation are encouraged
Help define the career path and responsibilities of Support Engineers at Ashby
Recruit and grow talent with strong technical foundations in reading and understanding code, collaborating on bug reproduction, and working effectively with Engineering teams
Collaborate closely with Engineering to shape how technical escalations are managed and how customer insights are tracked and actioned
Work with Product to provide feedback loops from Support to improve usability and prevent repeat issues
Serve as an advocate for customers in technical conversations and help Engineering teams understand the support impact of product decisions
Push for clarity and resolution. When tradeoffs exist, help the team move forward decisively
Partner with our Support Leadership Team to identify and address gaps in our current tooling, workflows, and diagnostics capabilities
Use data from escalations and customer feedback to recommend changes that improve team effectiveness and customer outcomes
Partner with Support leadership to evolve how we measure success in high-complexity support scenarios
Help scale Support Engineering as a function by documenting approaches, onboarding new team members, and contributing to internal tooling
Default to action. Build the first version. Improve it in motion
ROLE REQUIREMENTS
Ability to zoom out and identify scalable processes for handling complex technical work
Strong judgment in prioritizing bugs, customer needs, and internal enablement work
Comfort operating in ambiguity and creating structure where none exists
Clear bias toward simplification over over-optimization
Passionate about improving the customer experience through well-designed, technically sound solutions
Comfortable representing customer needs in Engineering discussions and advocating for supportability
Able to hold a high bar for quality while still moving quickly and iterating
Understands that speed and quality are not opposites and knows how to balance both
You have strong instincts for what matters most and aren’t afraid to make decisive calls
You believe velocity compounds and you want to build a team that moves fast and drives value for customers
You thrive in cross-functional environments and love working alongside Engineering teams
You enjoy solving complex technical problems while enabling others to do the same
You’re excited by the challenge of making Support scalable, efficient, and high-leverage
You prefer support models that avoid technical complexity or customer escalations
You’re uncomfortable operating in fast-evolving systems with undefined processes
You’re not interested in directly collaborating with Engineering
You prefer to lead from a high level without digging into the technical details
You need perfect certainty before acting or prefer prolonged analysis over decisive execution
OUR INTERVIEW PROCESS
Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows
Intro Call with Recruiting - 30 min
Hiring Manager Interview - 45-60 min
Take Home Assessment
VP of Customer Success Interview - 30 min
Founder Interview - 30 min
Peer Interview (Support Leaders) - 60 min
If you're excited about leading a highly technical team, eliminating friction, and shaping the future of Support Engineering at Ashby, we’d love to hear from you!