Customer Support Engineer

Metriport • San Francisco, CA

6d • $120,000 - $160,000 • Hybrid

About The Position

As 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

• 3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.
• Written and deployed production code.
• Understand what it means to build something that has to work reliably at scale.
• Consumed or built/consumed APIs and webhooks.
• Obsessed with resolution.
• Prioritize ruthlessly, triage fast, communicate clearly, and never let a customer feel blocked or unsure of status.
• Work through ambiguous, multi-constraint problems with sound judgment, thorough investigation, and a written narrative that gets engineering buy-in when escalation is needed.
• 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.
• Comfortable with a role that demands availability outside traditional hours, especially as we scale.
• Low ego, high ownership. You'd rather fix the root cause than close the ticket.

Nice To Haves

• Experience in Healthcare IT or Healthtech, with familiarity in relevant standards (e.g., FHIR, HL7, SMART on FHIR).
• Hands-on experience building or configuring support systems (e.g., Pylon, automated triage workflows).
• Been part of an engineering on-call rotation and know what it's like to own an incident from detection to postmortem.
• Worked at a Series A or earlier startup and know how to build the plane while flying it.
• Contributions to or experience supporting open-source developer tools or APIs.

Responsibilities

• Be the first responder on all inbound technical issues.
• Own resolution end-to-end – from triage to fix to follow-up.
• Build and maintain Metriport's automated support systems, including ticketing workflows, runbooks, and self-service tooling that deflect repeat issues.
• Reproduce bugs, root cause, and hand off well-documented escalations to the on-call engineering team when needed – minimizing back-and-forth.
• Synthesize patterns in customer issues into structured, actionable feedback for the Product team.
• Create and maintain internal and external knowledge bases, FAQs, and integration guides that help customers help themselves.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed