Support Engineering Manager - NAMER

Ashby is seeking a Support Engineering Manager for their North American team, a remote position that focuses on enhancing the technical collaboration between Support, Product, and Engineering. The role involves managing and mentoring Support Engineers, overseeing complex investigations into product and customer issues, and ensuring effective escalation processes. Candidates should have a strong technical background, as the position requires a deep understanding of application behavior, logs, databases, APIs, and code-level context. The manager will be responsible for developing standards and systems that allow the team to operate efficiently while maintaining high-quality outcomes. Daily tasks include reviewing investigations, coaching team members through challenging problems, and collaborating with various departments to improve issue resolution. This role is ideal for someone with hands-on leadership experience in a technical environment, who can navigate ambiguity and foster strong partnerships across teams. The position does not specify required qualifications or language requirements, but it emphasizes the importance of technical rigor and customer success.