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 …