Customer Support Engineer

Metriport is an open-source data intelligence platform that helps healthcare organizations access and exchange patient data in real-time. We integrate with all major US healthcare IT systems and tap into comprehensive medical data for 300+ million individuals.

We've found product-market fit with multi-million ARR, 100+ customers (including Amazon One Medical, Strive Health, Circle Medical, and Brightside Health), backing from top VCs, and years of runway. We're ready to scale. We're a tight-knit, high-performing team of mostly former founders (including two YC alumni). We're engineering-heavy, operate with minimal bureaucracy and high autonomy, and hire based on competence, not prestige. We push hard—founders work six days a week from our SF office—but give everyone freedom to craft their schedule. We measure output and we're committed to sustainable intensity.

The Role

As Metriport's first Customer Support Engineer, you'll be the frontline technical lifeline for our customers. You are the vital solution layer that sits between a customer’s confusion, highlighted issue, or feedback and our organization. This is not a traditional support role. You debug like a developer, communicate like a customer success pro, and rip through inbound tickets as a puzzle worth solving thoroughly and urgently.

You'll sit on the Customer Success team and operate as a critical bridge to other internal teams — triaging issues, escalating thoughtfully, and closing the loop so problems don't repeat. You'll also build the support infrastructure from scratch: the tooling, the automation, the runbooks, and the processes that let Metriport scale support without scaling headcount linearly.

In the first few months, you'll work closely with our Customer Success team to triage all inbound customer issues and build a best-in-class support operation. You'll be responsible for:

Customer Issue Ownership: Be the first responder on all inbound technical issues. Own resolution end-to-end – from triage to fix to follow-up.

Automated Support Infrastructure: Build and maintain Metriport's automated support systems, including ticketing workflows, runbooks, and self-service tooling that deflect repeat issues.

Resolution and Engineering Escalation: Reproduce bugs, root cause, and hand off well-documented escalations to the on-call engineering team when needed – minimizing back-and-forth.

Product Feedback Loop: Synthesize patterns in customer issues into structured, actionable feedback for the Product team. You're the voice of the customer inside the building – vital considerations within our company direction.

Support Documentation: Create and maintain internal and external knowledge bases, FAQs, and integration guides that help customers help themselves.

Requirements

Experience

3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.

Shipped Code & API Familiarity: You've written and deployed production code. You understand what it means to build something that has to work reliably at scale. You've consumed or built/consumed APIs and webhooks. You know exactly where things break.

Core Competency: You're obsessed with resolution. High ticket volume doesn't faze you – it motivates you. You prioritize ruthlessly, triage fast, communicate clearly, and never let a customer feel blocked or unsure of status.

Problem Solving: You work through ambiguous, multi-constraint problems with sound judgment, thorough investigation, and a written narrative that gets engineering buy-in when escalation is needed. If someone asks you “why”, you have a confident answer backed by sound logic.

Collaborative: Can work fluidly across teams and levels of technical fluency, translating technical details to non-technical stakeholders and vice versa without losing clarity and the primary point.

Availability: Comfortable with a role that demands availability outside traditional hours, especially as we scale. Our tea