Technical Support Manager - Amerias

Hi, I’m Allie, Head of Support here at Ashby. 👋 One of my favorite things about being a part of Ashby is the Operating Principle of caring deeply about our customers. We are expanding our Support Team with the customer experience at the heart of everything we do. To help us continue delivering exceptional Support, we are excited to be adding a Technical Support Manager to oversee our Support Engineers and Support Product Experts. This is an opportunity to lead a technically skilled team that plays a critical role in enabling customer success.

About Ashby:

We’re building the next generation of software and we’re starting with a suite of products that empower talent leaders, recruiters, and hiring managers to be a driving force for revenue & efficiency via a holistic, data-centric talent strategy.

We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier (and many others who we cannot name!).

We already have multiple products to sell, revenue and headcount is growing 100% Y/Y and we've only taken the first steps towards a much larger opportunity. In short, it's the perfect time to join! 🚀

About this role: 

As the Technical Support Manager, you will lead a team of Support Engineers and Support Product Experts, ensuring they have the resources, training, and guidance to provide outstanding technical support to our customers. In addition, you will oversee individuals on the Support Team specialized in Knowledge Management, Support Operations, and Training. You will stay close to our Support processes, the evolution of our product, and key customer challenges to drive improvements in how we support integrations, analytics, and advanced technical inquiries.

You will collaborate with other Support leaders, Engineering, Product, and Customer Success to ensure our team is well-equipped to diagnose complex issues, provide expert guidance, and influence the product roadmap through insights from Support. Additionally, you will monitor key performance metrics, identify areas for efficiency gains, and foster a culture of continuous learning within your team.

Role Responsibilities:

Team Leadership & Development:

• Lead and mentor a team of Support Engineers, Support Product Experts, Knowledge Managers, and Support Trainers while fostering their technical growth, program management, and problem-solving skills.

• Ensure effective collaboration between Support Engineers, Product Experts, and the broader Support team to share knowledge and improve overall efficiency.

Technical Expertise & Enablement:

• Drive deep technical understanding of Ashby’s product within the team, ensuring expertise in integrations, analytics, and troubleshooting complex customer issues.

• Support knowledge sharing by contributing to documentation, internal enablement initiatives, and product feedback loops.

Process & Efficiency Improvements:

• Analyze patterns in customer escalations to identify opportunities for self-service, product improvements, and process optimizations.

• Ensure the team effectively handles escalations, maintaining high customer satisfaction while balancing workload and efficiency.

• Work closely with Engineering to refine Support processes for logging, triaging, and resolving technical issues.

Cross-Functional Collaboration:

• Drive partnership between your team, Product, and Engineering to advocate for customer needs and influence product development.

• Collaborate with Customer Success to support technical training for internal teams and improve handoffs between departments.

• Assist in refining workflows that differentiate Support from Pro Services, ensuring clarity in ownership and scope.

Role Requirements:

Support & Technical Leadership:

• Proven experience leading technical Support teams in a B2B SaaS environment.

• Strong understanding of software integrations, APIs, and troubleshooting complex systems.

• Familiarity with Workday or similar enterprise HRIS platforms is a plus.

Customer-Centric & Analytical Approach:

• Deep understanding of customer needs and a passion for delivering an exceptional support experience.

• Strong analytical skills with the ability to leverage data to drive process improvements and team efficiency.

• Experience optimizing ticket workflows and leveraging Support tools to enhance operational effectiveness.

Collaboration & Enablement:

• Ability to work cross-functionally, influencing teams outside of Support to drive improvements in product usability and customer experience.

• Passion for coaching and enabling team members to expand their expertise, particularly in technical concepts.

You should apply if: 

• You enjoy leading technical teams and developing expertise within your organization.

• You thrive on solving complex problems and driving continuous improvement.

• You are passionate about the intersection of customer experience, technology, and support operations.

• You love collaborating with Engineering, Product, and Customer Success to enhance the customer journey.

• You enjoy building robust programs related to Knowledge Management, Support Operations, and Support Training and Enablement.

 You may not want to apply if:

• You prefer to work in a reactive support model without focusing on enablement or proactive improvements.

• You are uncomfortable working closely with technical Support teams and diving into complex troubleshooting discussions.

• You do not enjoy cross-functional collaboration or influencing other teams to improve processes and customer outcomes.

Our Philosophy:

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview:

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

• Intro call with recruiting

• Hiring Manager interview with Allie Hurley, Head of Support

• Take-home assessment

• Final Round interview with a few additional team members

Benefits:

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

• You get to sell a product that our prospects & customers are truly excited about.

• 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 is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• 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.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.