Support Engineering Manager – Americas

🕒 vor 7 Monaten

🇺🇸 Vereinigte Staaten – Remote

💵 $145.000 - $180.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👮‍♀️ Leiter Softwareentwicklung

👻 Geisterscore 56%

Was es bedeutet: die Wahrscheinlichkeit, dass für diese Stelle niemand wirklich einstellt.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Wie wir werten: Dauer offen, Neuveröffentlichungen, offene Stellen vs Teamgröße, wie schnell Stellen geschlossen werden, und ob ein Gehalt angegeben ist.Hinweis: eine Schätzung aus öffentlichen Daten, kein Urteil über das Unternehmen. Echte Stellen können hoch punkten, nutze es also als Hinweis, nicht als Fakt.

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Ashby

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

💼 Beratung

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby unterstützt skalierende Unternehmen dabei, ihre ehrgeizigen Wachstumsziele zu erreichen. Mit Ashby können Teams jeder Größe einen schnellen und effizienten Hiring-Prozess durchführen. Unternehmen wie Opendoor, Figma, Notion, Deel und Modern Treasury vertrauen auf Ashby.

Beschreibung

• 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. • Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance. • Set standards for how the team escalates to Engineering, triages bugs, identifies patterns, and partners on long-term solutions. • Create internal tools and workflows that help the team operate with efficiency and consistency. • Balance operational needs with hands-on technical work, staying close by jumping into issues, exploring logs, or conducting hands-on testing when needed to support the team. • Continuously evaluate where time is being spent and ruthlessly prioritize work that drives the most impact for customers and the business. • 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.

🎯 Anforderungen

• Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment. • Demonstrated ability to make high-quality decisions quickly and operate effectively without perfect information. • Background in Software Engineering, Technical Support Engineering, DevOps, or similar highly technical customer-facing roles. • Experience guiding cross-functional collaboration between Support and Engineering. • Familiarity with ATS/HRIS platforms or other enterprise systems is a plus. • 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.

🏖️ Vorteile

• 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.

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