Metriport

Customer Support Engineer

San Francisco

Sponsorship not specifiedDetected 2 days ago

Customer SuccessCustomer SupportHL7/FHIRProblem Solving

About the role

You are the vital solution layer that sits between a customer's confusion, highlighted issue, or feedback and our organization.
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.

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.
Own resolution end-to-end - from triage to fix to follow-up.
Build and maintain Metriport's automated support systems, including ticketing workflows, runbooks, and self-service tooling that deflect repeat issues.
3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.
You understand what it means to build something that has to work reliably at scale.
Hands-on experience building or configuring support systems (e.g., Pylon, automated triage workflows).
You've worked at a Series A or earlier startup and know how to build the plane while flying it.

You know exactly where things break.
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.
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.

Competitive equity + compensation package 🚀
Full family Platinum health insurance, dental, and vision coverage 🦷
401(k) retirement plan + matching 💰
Flexible work from home or in-office 🏢
Unlimited PTO (we work hard, but trust you to take time you need to be at your best) 🧘‍♂️
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.

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.
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.
Create and maintain internal and external knowledge bases, FAQs, and integration guides that help customers help themselves.
You've been part of an engineering on-call rotation and know what it's like to own an incident from detection to postmortem.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

This listing is sourced directly from Metriport's careers page and normalized into a canonical job model.