Job Overview
Location
San Francisco
Job Type
Full-time
Category
Software Engineering
Date Posted
June 21, 2026
Full Job Description
đź“‹ Description
- • Serve as the first technical responder for all inbound customer issues, owning resolution end-to-end from triage to follow-up with customers.
- • Build and maintain automated support infrastructure including ticketing workflows, runbooks, and self-service tooling to deflect repeat issues and scale support without linear headcount growth.
- • Reproduce bugs, conduct root cause analysis, and escalate well-documented issues to the engineering on-call team with clear context to minimize back-and-forth.
- • Synthesize recurring customer issues into structured, actionable product feedback for the Product team, acting as the primary voice of the customer internally.
- • Create and maintain comprehensive internal and external knowledge bases, FAQs, and integration guides to empower customers to resolve issues independently.
- • Collaborate fluidly across Customer Success, Engineering, and Product teams, translating technical details for non-technical stakeholders and vice versa without losing clarity or intent.
- • Operate with high autonomy in a fast-paced, engineering-heavy startup environment with minimal bureaucracy and a focus on output over hours.
- • Work within a team that values sustainable intensity — pushing hard but respecting boundaries, with founders working six days a week from the SF office.
- • Contribute to building the customer support function from scratch at a company with 100+ customers, multi-million ARR, and backing from top VCs.
- • Maintain availability outside traditional business hours as needed, especially during scaling phases, and participate in on-call rotations when required.
- • Prioritize ruthlessly in high-volume environments, ensuring no customer feels blocked or uncertain about status, and always seek to fix root causes rather than close tickets.
- • Demonstrate low ego and high ownership by proactively identifying systemic issues and driving improvements that prevent recurrence.
- • Engage with healthcare IT systems and data standards such as FHIR, HL7, and SMART on FHIR to understand and resolve customer integration challenges.
- • Utilize and configure support tooling (e.g., Pylon, automated triage systems) to enhance efficiency and reduce manual effort in ticket handling.
- • Contribute to a culture of transparency, collaboration, and continuous improvement in a startup environment where building the plane while flying it is the norm.
🎯 Requirements
- • 3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.
- • Shipped production code and demonstrated experience consuming or building APIs and webhooks; understand system failures at scale.
- • Obsessed with resolution: thrive in high-volume ticket environments, prioritize ruthlessly, communicate clearly, and ensure customers never feel stuck.
- • Proven ability to solve ambiguous, multi-constraint problems with sound judgment, thorough investigation, and written narratives that gain engineering buy-in.
- • Strong collaborative skills: translate technical details for non-technical stakeholders and vice versa without losing clarity or primary intent.
- • Comfortable with irregular hours and on-call responsibilities as the company scales.
🏖️ 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)
- • Unlimited PTO (trust-based, with emphasis on sustainable intensity)
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Metriport Inc.
Metriport is a company that provides a comprehensive platform for managing and analyzing data related to sustainable building operations. Their solution aims to simplify the complex process of tracking energy consumption, water usage, and waste generation in commercial real estate. By offering tools for data collection, visualization, and reporting, Metriport empowers building owners and operators to identify inefficiencies, reduce environmental impact, and optimize operational costs. The platform integrates with various building systems and sensors, enabling real-time monitoring and actionable insights. Metriport focuses on driving sustainability initiatives and enhancing the performance of the built environment through data-driven strategies.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Lendable Ltd
2 months ago
Latamcent
2 months ago
Upvest GmbH
3 months ago
Handshake Technologies, Inc.
3 months ago