Technical Support Manager
Metronome is the leading usage-based billing platform built for modern software companies. We help teams launch products faster, iterate on pricing quickly, and deliver a first-class billing experience—all with speed, control, and confidence.
Job Description
About the Role
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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.
What You’ll Do
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- 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.
Impact You'll Have
----------------------
- 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.
Qualifications
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- 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.
Bonus Points
- 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.
Compensation
The estimated base salary range for this role is $171,000 - $214,000. In addition to your base salary, Metronome offers a competitive total rewards package, including but not limited to, market-benched equity, sales incentive pay (for eligible roles), comprehensive health benefits, and other benefits listed below.
The actual base salary will vary based on factors including market value, individual qualifications objectively assessed during the interview process, and previous experience. The listed range above should serve as a guideline and may be modified at any time.
We believe that compensation reflects the expected impact you will have at the company, relative to the market value of your role. We also conduct an annual pay audit to ensure pay is fair, indexed to market value, and that pay takes into account continued performance at Metronome. If you would like to learn more about our philosophy or about why we are all billing nerds, send us a message. We’d love to talk!
About the Role
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.
What You’ll Do
- 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.
Impact You'll Have
- 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.
Qualifications
- 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.
Bonus Points
- 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.
Compensation
The estimated base salary range for this role is $171,000 - $214,000. In addition to your base salary, Metronome offers a competitive total rewards package, including but not limited to, market-benched equity, sales incentive pay (for eligible roles), comprehensive health benefits, and other benefits listed below.
The actual base salary will vary based on factors including market value, individual qualifications objectively assessed during the interview process, and previous experience. The listed range above should serve as a guideline and may be modified at any time.
We believe that compensation reflects the expected impact you will have at the company, relative to the market value of your role. We also conduct an annual pay audit to ensure pay is fair, indexed to market value, and that pay takes into account continued performance at Metronome. If you would like to learn more about our philosophy or about why we are all billing nerds, send us a message. We’d love to talk!
