Customer Support Engineer

About the role

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.