Support Systems Engineer - NAMER

About the Role

Ashby is searching for a Support Systems Engineer to become the long-term owner of our Support systems across North America. If you love wrangling operational complexity, building durable systems, and being the person a team relies on to keep everything running smoothly, this is the role for you.

We’re looking for someone to plant a flag in Support Operations with the experience to independently lead system implementations and the ambition to keep raising the bar as our Support team grows. Working alongside our Support Operations Specialist, IT, RevOps, and Engineering, you will connect ticketing systems to surrounding tools and processes, guide team adoption, and continually optimize our stack.

Responsibilities

Lead System Implementations

• Own implementation of new systems, tools, and workflows from planning and pilot through full rollout, including configuration, data migration, and integrations with existing tools.
• Design routing logic, SLAs, escalation paths, and reporting that can handle higher complexity as the company grows.
• Develop and lead a change management plan to support team adoption through clear communication, thoughtful training, and structured feedback.

Administer and Optimize Support Systems

• Serve as the long-term administrator for Support systems, owning configuration, automations, workflow improvements, and governance (partnering with IT for access management).
• Document system architecture, admin processes, and escalation paths, keeping documentation up to date.
• Evaluate new tools and integrations through structured demos; pressure-test vendor promises against technical requirements and hold vendors accountable.

Partner Across Support

• Collaborate with Workforce Management, QA, and Support Training to ensure systems support capacity planning, reporting, and technical workflows.
• Serve as the primary subject matter expert for Support tooling, advising on configuration decisions and prioritizing high-impact improvements with Support Leadership.

Requirements

• Hands-on Platform Experience: Demonstrated track record implementing or administering support ticketing platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon).
• Implementation & Migration Leadership: Experience owning migrations or implementations from initial scoping through post-go-live optimization.
• Vendor Evaluation: Critical eye for vendor promises with experience building structured assessment frameworks and managing post-contract commitments.
• Support Operations Expertise: Deep understanding of routing, SLA and priority configuration, queue management, escalation paths, and reporting.
• Technical Integration Skills: Strong comprehension of APIs, integrations, and data migration to collaborate effectively with engineering teams.
• Change Management & Collaboration: Ability to guide teams through workflow changes, build consensus across cross-functional partners, and communicate technical decisions clearly.

You Should Apply If

• You have personally configured and administered support ticketing systems and owned migration projects.
• You enjoy long-term ownership, ongoing administration, and continuous process optimization.
• You comfortably navigate between high-level strategy and technical configuration details.
• You proactively identify and solve operational friction.

About Ashby

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run hiring processes significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We are growing faster than 100% year-over-year with a team of roughly 300 people across 22+ countries.

Benefits

• Equity: 10-year exercise window for stock options.
• PTO: Unlimited PTO (4 weeks recommended per year).
• Parental Leave: 12 weeks of fully paid family leave in the US (expanding internationally).
• Learning & Development: $1,200 annual learning budget.
• Home Office & Tech: $2,000 home-office setup stipend plus company laptop.
• Health Benefits: Extended health coverage for you and your dependents.
• Team Offsites: Annual company-wide offsite, team offsites, and local meetups.