Technical Support Manager Jobs

Metronome

Location:
United States, New York City ▼
San Francisco Bay Area

Category:
IT - Administration

Contract Type:
Not provided

Salary:

171000.00 - 214000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

5+ years in technical support or support engineering roles
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 have:

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

What we offer:

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
Market-benched equity
Sales incentive pay (for eligible roles)

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Technical Support Manager