Director of Support Engineering

🕒 May 19

🇺🇸 United States – Remote

💵 $160k - $218k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

👻 Ghost score 54%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• Set the vision and operating model for Support Engineering, aligning priorities with Customer Success goals • Directly lead, coach, and develop the Support Engineering Manager • Establish operating standards across Support, Support Engineering, Product, and Engineering for triage, investigation, documentation, escalation, ownership, and handoffs • Clarify 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 and influence prioritization • Establish reporting and review mechanisms for escalation health, recurring friction, resolution speed, frontline self-sufficiency, customer effort, and supportability • Evolve organizational structure, hiring plan, onboarding, career paths, and regional model • Build trust across leadership by communicating tradeoffs, technical impact, and customer impact clearly • Guide investments in diagnostics, tooling, documentation, enablement, automation, self-serve, and AI-enhanced tooling

🎯 Requirements

• Experience leading a Support Engineering, Technical Support, Developer Support, Production Support, or similarly technical function in a B2B SaaS or complex software environment • Experience leading through managers or building a leadership layer • Technical depth in APIs, integrations, logs, databases, application behavior, architecture, and debugging approaches • Experience shaping boundaries between frontline Support, Support Engineering, Product, and Engineering • Experience defining escalation criteria, triage practices, ownership, and feedback loops • Experience using data and recurring patterns to drive improvements in supportability, product quality, tooling, process, or Engineering prioritization • Ability to turn operational friction into focused strategy and measurable improvement • Clear, concise communication with technical and non-technical audiences and senior stakeholders • Hands-on, customer-centric leadership across strategy, organizational design, technical details, and customer support • Understanding of scalable support systems through automation, self-serve, and AI-enhanced tooling

🏖️ Benefits

• Offers equity / stock options with a 10-year exercise window • Unlimited PTO with four weeks recommended per year • Twelve weeks of fully paid family leave in the US • $1,200 annual learning and professional-development budget • One-time $2,000 home-office setup budget • Company-provided laptop • Extended health benefits for you and your dependents, subject to availability with the Employer of Record • Annual company offsite, team offsites, local meetups, and virtual events • Statutory benefits for international employees • Employer-paid supplemental health coverage where available