Technical Support Engineering Manager, Ashby
$145-165k
Salary dependent on location + Stock options
All-in-one recruiting software
Open for applications
All-in-one recruiting software
101-200 employees
Open for applications
$145-165k
Salary dependent on location + Stock options
101-200 employees
Company mission
To redefine the applicant tracking system (ATS) category, providing talent teams with analytics, workflows and automation.
Role
Who you are
- Proven experience managing or mentoring a Technical Support Team in a B2B SaaS environment
- Deep knowledge of software integrations, APIs, and backend debugging practices
- Experience guiding cross-functional collaboration between Support and Engineering
- Familiarity with ATS/HRIS platforms or other enterprise systems is a plus
- 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
- 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
- You want to help build a new function and define how Support Engineering works at Ashby
- 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
What the job involves
- Hi! I'm Allie, Head of Support at Ashby. đź‘‹ I have had the privilege of working with an incredible Support Team full of highly knowledgeable, driven team members who care deeply about the success of our customers
- One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows
- That’s why we’re searching for our first Technical Support Engineering Manager to grow and shape the future of Support Engineering and Product Expertise at Ashby from the ground up
- In this role, you’ll manage a team of highly skilled Support Engineers and Product Experts, work closely with Engineering to refine escalation and triage practices, and help define how Support Engineering operates at Ashby
- This is a unique opportunity to shape a new area of the business and deliver direct impact to both our customers and our internal teams
- This is a unique opportunity to oversee our newly formed Support Engineering function and our specialized Product Experts, collaborate deeply with our Engineering and Product teams, and create scalable processes and systems for technical triage, debugging, and problem-solving
- If you love designing systems, building technical teams, and thinking holistically about how support can be a force multiplier across the business, you are in the right place!
- As the Technical Support Engineering Manager, you will oversee a technically proficient team responsible for resolving complex product issues, supporting integrations and data workflows, and influencing product decisions through customer insights
- This team sits at the intersection of Support and Engineering and serves as a key escalation layer for high-priority technical challenges
- You’ll play a hands-on role in developing the team’s capabilities, guiding cross-functional processes, and building the systems that will allow Support Engineering and Specialized Product Experts to scale effectively as our business grows
- Since this is a new function, you’ll have the opportunity to define best practices, establish technical workflows, and build a strong partnership between Support and Engineering from day one
- Lead and develop a team of Support Engineers and Product Experts focused on technical depth, problem-solving, and customer impact
- Coach team members on debugging techniques, systems thinking, and how to balance precision with efficiency
- Foster a collaborative environment where knowledge-sharing and experimentation are encouraged
- Help define the career path and responsibilities of Support Engineers and Product Experts at Ashby
- 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
- Stay close to the technical work by jumping into issues, exploring logs, or conducting hands-on testing when needed to support the team
- 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
- 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
Application process
- Intro Call with Recruiting - 30 Minutes
- Hiring Manager Interview - 45-60 Minutes
- Take Home Assessment - 1 week to complete
- Virtual Onsite Final Interview - 2 Hours
Our take
Reportedly, 50% of employers don’t use applicant tracking systems, largely because of blockers with implementation or insufficient buy-in from top management. Ashby's co-founder and CEO, Benji Encz, experienced first-hand how existing solutions failed to support hyper-growth hiring needs whilst working at PlanGrid, which is in part what led to the creation of the company.
Ashby is looking to redefine the ATS category - providing talent teams with analytics, workflows and automation - and intends to replace solutions from well-established vendors like Greenhouse and Lever with algorithms. The company's AI can schedule interviews and infer demographic data, which clients use for aggregate analyses of DEI hiring metrics.
The market for recruitment software could potentially reach $3.5 billion by 2030. Unsurprisingly, there is now a growing number of startups emerging to compete for a slice of it. Despite the crowded market and having only emerged from stealth in 2022, Ashby has already secured over 500 clients (including high-profile customers like Notion and Figma). The company has also attracted impressive funding which will be used to expand its product offering beyond what is typically expected from an ATS.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jun 2024
$30m
SERIES C
Sep 2022
$21.5m
SERIES B
Total funding: $64.5m
Company benefits
- Unlimited PTO with four weeks recommended per year
- 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
- Generous equipment, software, and office furniture budget
- $100/month education budget with more expensive items (like conferences) covered with manager approval
- Twelve weeks of fully paid family leave 🇺🇸
Company HQ
SoMa, San Francisco, CA
Leadership
Benjamin Encz
(Co-Founder & CEO)Previously the Director of Engineering and Part-Time Recruitment Operations at PlanGrid. They also worked as a Software Engineer at Make School and was a Lecturer at Baden-Wuerttemberg Cooperative State University (DHBW).
Abhik Pramanik
(Co-Founder)VP of Engineer at Ashby. Previously a Senior Product Manager at Lob and a Senior Product Manager at PlanGrid.
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