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Director of Support Engineering - Americas

Ashby

Remote - US

$160,000 - $239,000 a year

Executive

RemoteCustomer support

Source checked 5 hours ago.

Posted 25 days ago.

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HELLO!

I'm Allie, Head of Support at Ashby. I'm excited to share that we're hiring a Director of Support Engineering in AMER.
As Ashby grows, our customers' workflows, integrations, and technical environments become more complex.
Support Engineering is the bridge that helps frontline Support investigate those issues, helps Engineering focus on confirmed defects and roadmap work, and turns technical customer issues into improvements across the product and support experience.
We're looking for a leader to shape that bridge at scale.
You'll lead through a Support Engineering Manager and their team, partner closely with Support, Product, and Engineering leadership, and define the systems and standards that help a growing organization resolve complex issues with clarity, speed, and sound judgment.

ABOUT THE ROLE

Support Engineering investigates the issues that require deeper technical understanding than frontline Support can provide.

The team uses customer context, application behavior, logs, databases, integrations, APIs, and code-level context to determine whether an issue can be resolved through configuration, data correction, documentation, enablement, or an in-app change—or whether it is a product defect that Engineering needs to fix.

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