Frontline Support Engineer — Health IT & Real-Time Data

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 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