Job Description

Metronome is seeking a Technical Support Manager to lead and evolve their support function, ensuring efficient customer issue resolution and shaping global support scaling. This role requires a blend of technical expertise and operational leadership to partner with Product, Engineering, and GTM teams.

Responsibilities

• Lead and mentor a growing technical support team
• Partner with Engineering, Product, and GTM to define SLAs and streamline escalation processes
• Develop and execute a global support strategy
• Build dashboards and reporting to track SLA adherence and ticket trends
• Serve as a technical escalation point when needed

Requirements

• 5+ years in technical support or support engineering roles
• 2+ years of people management experience
• Experience working closely with Product and Engineering teams
• Strong technical foundation
• Demonstrated success defining and managing SLAs
• Excellent communication skills

Benefits

• No benefits