Technical Support Manager

Metronome • San Francisco, CA

99d • $171,000 - $214,000

About The Position

Metronome is hiring a Technical Support Manager to lead and evolve our support function into a strategic partner across Product, Engineering, and GTM. You’ll combine technical depth with operational leadership to ensure customer issues are resolved efficiently while shaping how we scale support globally. This role is perfect for someone who loves debugging complex issues, driving process improvements, and earning engineers’ trust through credible, data-driven collaboration.

Requirements

• 5+ years in technical support or support engineering roles, including 2+ years of people management.
• Proven experience working closely with Product and Engineering teams to drive product and process improvements.
• Strong technical foundation — comfortable debugging APIs, reading logs, and diagnosing complex SaaS issues.
• Demonstrated success defining and managing SLAs, escalation paths, and metrics-driven operations.
• Excellent communication skills with both technical and non-technical audiences.

Nice To Haves

• Experience with Pylon, Linear, or similar modern support/engineering tools.
• Background in developer tools or API-first SaaS companies.
• Experience leading global or follow-the-sun support operations.
• Familiarity with enterprise post-sales support processes and cross-functional handoffs.

Responsibilities

• Lead and mentor a growing technical support team, setting clear expectations, SLAs, and career paths.
• Partner closely with Engineering, Product and GTM to define internal SLAs, streamline escalation processes, and drive root-cause analysis.
• Develop and execute a global support strategy that balances quality, coverage, and efficiency.
• Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback loops.
• Step in as a hands-on technical escalation point when needed — reproducing issues, analyzing logs, and communicating findings clearly to both engineers and customers.
• Improve time-to-resolution and customer satisfaction through better internal processes and stronger Product/Eng partnerships.
• Establish clear, metrics-driven operations that make the support team a trusted internal partner and external differentiator.
• Elevate the customer voice in product decisions, ensuring feedback leads to meaningful product and documentation improvements.
• Strengthen relationships between GTM, Product, and Engineering — creating smoother handoffs and fewer repeat issues.
• Help shape the culture and systems that define how Metronome scales technical support globally.

Benefits

• Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
• Paid parental leave
• FSA (Flexible spending account)
• Retirement planning - Traditional and ROTH 401(k)
• Flexible time off
• Employee assistance program (mental health benefits)
• Culture where personal growth is highly valued

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees