Technical Support Manager

Job not on LinkedIn

October 31

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $171k - $214k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Metronome

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SaaS • Finance • B2B

Metronome is a platform that provides a usage-based billing system designed to help companies launch products faster with flexible pricing models. It offers tools for product-led growth, sales strategies, and marketplace solutions, ensuring that billing is not a barrier to launching new products. By integrating billing with product experience, Metronome enables businesses to provide transparency and control to customers, offering real-time usage and spending insights. With its ability to iterate on pricing quickly and efficiently, Metronome supports businesses in strategic decision-making, monitoring customer consumption, and optimizing revenue workflows.

11 - 50 employees

☁️ SaaS

💸 Finance

🤝 B2B

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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