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Technical Support Manager

New York City; Remote; San Francisco Bay Area

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, HashiCorp, and Snowflake, as investors who have experienced the pain we're solving firsthand.

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!

Benefits

for Full-time employees:

  • 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

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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