Technical Support Manager

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.