Customer Support EngineerThe RoleAs Metriport's first Customer Support Engineer, you'll be the frontline technical lifeline for our customers. You are the vital solution layer that sits between a customer's confusion, highlighted issue, or feedback and our organization. This is not a traditional support role. You debug like a developer, communicate like a customer success pro, and rip through inbound tickets as a puzzle worth solving thoroughly and urgently.
You'll sit on the Customer Success team and operate as a critical bridge to other internal teams - triaging issues, escalating thoughtfully, and closing the loop so problems don't repeat. You'll also build the support infrastructure from scratch: the tooling, the automation, the runbooks, and the processes that let Metriport scale support without scaling headcount linearly.
In the first few months, you'll work closely with our Customer Success team to triage all inbound customer issues and build a best-in-class support operation. You'll be responsible for:
- Customer Issue Ownership: Be the first responder on all inbound technical issues. Own resolution end-to-end - from triage to fix to follow-up.
- Automated Support Infrastructure: Build and maintain Metriport's automated support systems, including ticketing workflows, runbooks, and self-service tooling that deflect repeat issues.
- Resolution and Engineering Escalation: Reproduce bugs, root cause, and hand off well-documented escalations to the on-call engineering team when needed - minimizing back-and-forth.
- Product Feedback Loop: Synthesize patterns in customer issues into structured, actionable feedback for the Product team. You're the voice of the customer inside the building - vital considerations within our company direction.
- Support Documentation: Create and maintain internal and external knowledge bases, FAQs, and integration guides that help customers help themselves.
Requirements- Experience: 3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.
- Shipped Code & API Familiarity: You've written and deployed production code. You understand what it means to build something that has to work reliably at scale. You've consumed or built/consumed APIs and webhooks. You know exactly where things break.
- Core Competency: You're obsessed with resolution. High ticket volume doesn't faze you - it motivates you. You prioritize ruthlessly, triage fast, communicate clearly, and never let a customer feel blocked or unsure of status.
- Problem Solving: You work through ambiguous, multi-constraint problems with sound judgment, thorough investigation, and a written narrative that gets engineering buy-in when escalation is needed. If someone asks you "why", you have a confident answer backed by sound logic.
- Collaborative: Can work fluidly across teams and levels of technical fluency, translating technical details to non-technical stakeholders and vice versa without losing clarity and the primary point.
- Availability: Comfortable with a role that demands availability outside traditional hours, especially as we scale. Our team is committed and will be in the trenches with you.
- The "Metriport" Mindset: Low ego, high ownership. You'd rather fix the root cause than close the ticket.
Bonus Points- Domain: Experience in Healthcare IT or Healthtech, with familiarity in relevant standards (e.g., FHIR, HL7, SMART on FHIR).
- Support Tooling: Hands-on experience building or configuring support systems (e.g., Pylon, automated triage workflows).
- On-Call Experience: You've been part of an engineering on-call rotation and know what it's like to own an incident from detection to postmortem.
- Early Stage: You've worked at a Series A or earlier startup and know how to build the plane while flying it.
- Open Source: Contributions to or experience supporting open-source developer tools or APIs.
Benefits- Competitive equity + compensation package
- Full family Platinum health insurance, dental, and vision coverage 🦷
- 401(k) retirement plan + matching
- Flexible work from home or in-office
- Healthy lunches complimentary when in-office (and breakfast + dinners as needed) 🍏
- Quarterly company off-sites with the team
- MacBook provided by us
- Unlimited PTO (we work hard, but trust you to take time you need to be at your best)
