Director of Support Engineering - Americas

Director of Support Engineering - Americas Location

Remote - US

Full time

Remote

Customer Success

Customer Support

August 27, 2026 at 11:00 PM CDT

• Tier 1 NY/SF $184K – $239K Offers Equity
• Tier 2 US Average $160K – $209K Offers Equity

The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. Additional benefits are shared as part of the job posting.

Application 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 ’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.

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. Your role is to make that path clear and scalable: establish shared expectations across teams, ensure escalations are well validated and actionable, and help the organization learn from recurring patterns rather than treating each issue as an isolated event.

You’ll lead the strategic evolution of the function through strong partnership with Support Engineering managers, frontline Support, Product, and Engineering. You’ll shape routing, triage, escalation, and feedback mechanisms; build reporting that makes technical friction visible; and guide investments in diagnostics, tooling, documentation, and enablement. You’ll also help leaders make better tradeoffs between immediate customer resolution and durable product or process improvements.

As Director, you’ll directly manage the Support Engineering Manager and hold them accountable for team performance, technical quality, people development, and progress against the function’s priorities. You’ll set the vision for how Support Engineering grows with Ashby’s product surface area and customer complexity, while building the leadership structure, career paths, and operating model needed to scale over time.

• Set the vision and operating model for Support Engineering, aligning the function’s priorities with Ashby’s broader Customer Success goals.
• Directly lead, coach, and develop the Support Engineering Manager through clear expectations, regular feedback, career support, and accountability for team health, technical quality, and customer outcomes.
• Build shared operating standards across frontline Support, Support Engineering, Product, and Engineering for triage, investigation, documentation, escalation quality, ownership, and handoffs, while clarifying how technical issues move from Support intake through investigation to Engineering or Product partnership.
• Partner with Engineering and Product…