Support Engineer

• We're building out our first dedicated technical support function so our customers continue to get fast, expert troubleshooting and technical guidance on complex issues as we continue to scale.
• As our Technical Support Engineer, you'll become the go-to expert on how Metaview actually works under the hood—digging into logs, spotting patterns, and turning one-off problems into scalable solutions.
• You'll work closely with our Customer Success, Sales, Engineering teams, and you'll have real ownership over the internal tools and processes that make troubleshooting faster and more self-serve over time.
• Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly.
• Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems.
• Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team.
• Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers.
• Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting.
• Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritisation and fixes.

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