Technical Support Manager

About Us

Metronome is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code.

Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, Databricks, NVIDIA, Confluent, and Anthropic.

You’ll be joining an experienced team that includes founders who have successfully built and sold startups before. Our founders and employees also have direct experience building and scaling teams through massive growth at companies like Dropbox, Clever, and New Relic. On the back of this experience and our success-to-date, we’ve raised over $128M from leading investors including NEA, Andreessen Horowitz, General Catalyst, Elad Gil, and Workday Ventures.

We’re also proud to have founders and executives of companies like Segment, Plaid, Looker, Gitlab, Confluent, Hashi Corp, and Snowflake, as investors who have experienced the pain we’re solving firsthand.

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.

• 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.

• 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.

• 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.

• 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.

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‑bench equity, sales incentive pay (for eligible roles), comprehensive health benefits, and other benefits listed below.

The actual base salary will vary…