Ashby
Support Engineering Manager - NAMER
$130K–$175K
Remote - US +1 · Remote · Manager · Full-time · Posted Feb 20, 2026
- Location
- Remote - US
Remote - Canada - Experience
- Direct people-management experience is required; no number of years stated.
About the job
Leads and develops Support Engineers while improving technical investigations, escalations, and cross-functional processes so more customer issues are resolved independently and confirmed defects reach Engineering with actionable evidence.
What you'll do
- Coach and develop Support Engineers, review investigations, and contribute hands-on technical judgment to complex escalations.
- Set shared triage and escalation standards with Support, Product, and Engineering, and improve workflows, tooling, diagnostics, and documentation.
- Identify recurring customer issues and improve resolution speed, escalation quality, frontline self-sufficiency, and Engineering focus.
What they ask for
- Direct people-management experience leading a technical support, developer support, production support, or support engineering team in B2B SaaS or a similarly complex software environment.
- Technical depth to reason about APIs, integrations, logs, databases, application behavior, and code-level context.
- Experience distinguishing product defects from configuration, data, documentation, or enablement issues, and improving escalation, triage, or support-to-Engineering workflows.
- Clear communication and demonstrated ability to coach engineers and establish processes or standards from scratch.
Pay
$130K – $175K (base salary); offers equity; multiple ranges
Tools
APIs, integrations, logs, databases
Model-written summary · the original posting is authoritative