100K–130K USD / year
Support Operations Engineer - NAMER
Customer successRemote — United States, Canada
Published on 2026-11-05
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Own the implementation and ongoing administration of Ashby’s Support systems. The role combines hands-on configuration and integrations with workflow design, vendor evaluation, and change management as the Support organization grows.
About the company
Ashby is a technology company that provides a recruitment platform designed to streamline the hiring process for businesses. They serve various sectors with a focus on enhancing talent acquisition and management through innovative engineering and support solutions.
The team
Customer Success, Customer Support, and Support Operations
Stack
ZendeskSalesforce Service CloudIntercomPlainPylonAPIs
What you'll do
- Lead support-system implementations from planning and pilot through rollout, including configuration, data migration, and integrations.
- Design and improve ticket routing, SLAs, escalation paths, and reporting.
- Administer support systems, automations, workflows, governance, and documentation.
- Evaluate vendors and integrations, and manage vendor commitments.
- Develop change-management plans, training, and feedback processes for new workflows.
- Partner with Workforce Management, QA, Support Training, Engineering, and Support Leadership.
What we're looking for
- Hands-on experience implementing or administering a support ticketing platform.
- Experience owning a support-system migration or implementation through go-live and ongoing improvement.
- Understanding of support workflows, including routing, SLAs, queue management, escalations, and reporting.
- Working knowledge of integrations, APIs, and data migration sufficient to collaborate with engineers.
- Experience evaluating vendors and guiding teams through system or workflow changes.
- Experience in B2B Support Operations for a SaaS product.
Benefits
- Equity with a 10-year stock-option exercise window.
- Unlimited PTO, with four weeks recommended annually.
- Twelve weeks of fully paid family leave in the US.
- $1,200 annual learning and professional-development budget.
- $2,000 one-time home-office setup budget and a company-provided laptop.
- Extended health benefits for employees and dependents, subject to availability.
Hiring process
- 30-minute recruiting call
- 45-minute hiring manager interview
- Take-home assessment, with five days to complete
- 45-minute senior leadership interview
- 75-minute virtual onsite covering Support Partnerships, Cross-Functional Systems Management, and closing questions
- 30-minute founder interview