Remote Otter LogoRemoteOtter

Support Engineering Manager - Americas - Remote

Posted 11 weeks ago
All others
Full Time
CA, USA

Overview

This role is not a traditional Support Manager position. We’re looking for someone who has engineering depth, is confident diving into complex systems, and can mentor others on technical problem solving.

In Short

  • Manage a team of Support Engineers and Product Experts.
  • Oversee technical problem-solving and customer impact.
  • Collaborate closely with Engineering and Product teams.
  • Define best practices and workflows for Support Engineering.
  • Mentor team members on technical skills.
  • Build scalable processes for diagnosing complex issues.
  • Foster a collaborative and knowledge-sharing environment.
  • Recruit and grow talent with strong technical foundations.
  • Advocate for customers in technical discussions.
  • Help scale Support Engineering as a function.

Requirements

  • Proven experience managing a Technical Support Team in a B2B SaaS environment.
  • Background in Software Engineering or similar technical roles.
  • Experience guiding collaboration between Support and Engineering.
  • Ability to identify scalable processes for complex technical work.
  • Strong judgment in prioritizing customer needs and internal work.
  • Passionate about improving customer experience through technical solutions.
  • Comfortable representing customer needs in Engineering discussions.

Benefits

  • Competitive compensation.
  • Unlimited PTO with recommended four weeks per year.
  • Twelve weeks of fully paid family leave in the US.
  • Generous equipment and education budget.
  • Opportunity to shape a new function in the company.
Ashby logo

Ashby

Ashby is an innovative company focused on developing the next generation of enterprise software, specifically designed to empower talent leaders, recruiters, and hiring managers through a comprehensive, data-driven talent strategy. Backed by prominent investors such as Y Combinator, Elad Gil, and Lachy Groom, Ashby boasts a growing customer base of nearly 2,000, including notable names like Snowflake, OpenAI, and Shopify. With a strong emphasis on new business acquisition and a commitment to building best-in-class products, Ashby is positioned for significant growth, making it an exciting time to join their team.

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