Technical Support Manager - Americas
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.
REQUIREMENT
Support & Technical Leadership:
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Proven experience leading technical Support teams in a B2B SaaS environment.
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Strong understanding of software integrations, APIs, and troubleshooting complex systems.
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Familiarity with Workday or similar enterprise HRIS platforms is a plus.
Customer-Centric & Analytical Approach:
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Deep understanding of customer needs and a passion for delivering an exceptional support experience.
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Strong analytical skills with the ability to leverage data to drive process improvements and team efficiency.
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Experience optimizing ticket workflows and leveraging Support tools to enhance operational effectiveness.
Collaboration & Enablement:
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Ability to work cross-functionally, influencing teams outside of Support to drive improvements in product usability and customer experience.
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Passion for coaching and enabling team members to expand their expertise, particularly in technical concepts.
You should apply if:
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You enjoy leading technical teams and developing expertise within your organization.
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You thrive on solving complex problems and driving continuous improvement.
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You are passionate about the intersection of customer experience, technology, and support operations.
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You love collaborating with Engineering, Product, and Customer Success to enhance the customer journey.
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You enjoy building robust programs related to Knowledge Management, Support Operations, and Support Training and Enablement.
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COMPANY INFO
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! 🚀
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