Customer Support Engineer

Metriport; San Francisco (CA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive equity

Health insurance

401(k) plan

Flexible work options

Job summary

Metriport is an open-source data intelligence platform serving healthcare organizations in real-time. As our first Customer Support Engineer, you will be the frontline technical lifeline between customers and internal teams, debugging like a developer and communicating like a customer success pro.

You will triage issues, build automation and runbooks, and help scale support without proportional headcount. Collaboration with Customer Success and Engineering is essential, with a bias toward

Qualifications

• 3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.
• You've written and deployed production code and worked with APIs/webhooks; you know how to build for scale.
• You are obsessed with resolution, can handle high ticket volume, and triage quickly while keeping customers informed.

Responsibilities

• Own resolution end-to-end on inbound technical issues from triage to fix to follow-up.
• Build and maintain automated support systems, including ticketing workflows and runbooks.
• Reproduce bugs, determine root causes, and escalate with well-documented handoffs to on-call engineering.
• Synthesize customer patterns into actionable feedback for the Product team.
• Create and maintain internal and external knowledge bases and integration guides.

Skills

Technical support

API familiarity

Code debugging

Communication skills

Prioritization

Tools

Pylon

Ticketing workflows

Runbooks

Job description

Metriport is an open‑source data intelligence platform that helps healthcare organizations access and exchange patient data in real‑time. We integrate with all major US healthcare IT systems and tap into comprehensive medical data for 300+ million individuals.

We’ve found product‑market fit with multi‑million ARR, 100+ customers (including Amazon One Medical, Strive Health, Circle Medical, and Brightside Health), backing from top VCs, and years of runway. We’re ready to scale. We’re a tight‑knit, high‑performing team of mostly former founders (including two YC alumni). We’re engineering‑heavy, operate with minimal bureaucracy and high autonomy, and hire based on competence, not prestige. We push hard: founders work six days a week from our SF office—but give everyone freedom to craft their schedule. We measure output and we’re committed to sustainable intensity.

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 will work closely with our Customer Success team to triage all inbound customer issues and build a best‑in‑class support operation.

Responsibilities

• 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: You 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 post‑mortem.
• 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)

Metriport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range: $120K - $160K