Director of Support Engineering
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Job Description
Director of Support Engineering at Ashby managing technical issues and improving product supportability. Leading strategic initiatives to drive system-level improvements in Support Engineering function.
Responsibilities:
- Lead the strategic evolution of Ashby’s Support Engineering function.
- Define how technical support operates at scale.
- Partner closely with Engineering leadership to improve how technical issues are surfaced, investigated, and resolved.
- Drive alignment on escalation pathways, debugging expectations, and response patterns for complex customer issues.
- Analyze patterns in escalations, bugs, and technical customer friction to identify systemic improvements.
- Develop frameworks for how support insights influence engineering roadmap discussions.
- Identify gaps in diagnostics, logging, tooling, and workflows that limit Support’s ability to resolve technical issues.
- Raise the technical leverage of the Support organization.
- Coach and support Support Engineering Managers in driving team performance.
Requirements:
- Experience collaborating deeply with engineering teams to resolve production issues or improve product supportability.
- Track record of partnering with Engineering teams through data, context, and technical insight.
- Strong judgment in navigating cross-team priorities and tradeoffs.
- Ability to identify patterns in complex operational systems and design durable improvements.
- Comfort operating in ambiguity and designing structures where none exists.
- Strong bias toward pragmatic solutions that deliver real impact quickly.
- Passion for improving the customer experience through technical excellence.
- Ability to represent customer impact clearly in engineering discussions.
- Understanding of how technical decisions affect supportability and long-term scalability.
- Strong technical background in software engineering, technical support engineering, infrastructure, or similar fields.
- Ability to identify structural issues in technical workflows and design scalable solutions.
Benefits:
- 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 recommended per year.
- 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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