Technical Product Support Executive

Job description

About Metaforms Metaforms is redefining how market research gets done. Our AI platform empowers the world's leading research agencies to scale 10x faster while maintaining uncompromising quality. With AI Agents that augment survey programming, data processing, and project management, we help customers like Dynata, Savanta, and Borderless Access deliver more projects with less friction. - 1,000+ surveys processed monthly - Serving Fortune 500 companies across the globe - Rapid month-over-month growth Series A funded and growing fast, we're aggressively scaling our team to build and support the next generation of production-grade AI agent systems. The Role We're looking for a Technical Product Support Engineer to be the connective tissue between our customers and our product. This isn't a traditional support role. Our customers are research operations teams at large agencies running complex, high-volume workflows on our platform. When something breaks or doesn't behave as expected, they need someone who can dig in technically, communicate clearly, and get to resolution fast. You'll work directly with Product and Engineering, influence how we improve the platform, and help customers get the most out of everything Metaforms can do. What You'll Own Troubleshooting and Resolution - Investigate and resolve technical issues reported by customers across chat and email — going beyond surface-level responses to identify root causes - Read and interpret error logs, API responses, and product behavior to diagnose problems accurately - Support customers through complex workflows including survey deployments, data processing pipelines, and AI agent configurations Product and Customer Success - Conduct product walkthroughs and guide customers through feature adoption, especially during onboarding and new releases - Serve as the technical voice of the customer — translating real-world usage problems into clear, actionable feedback for the Product team - Identify recurring issues and surface patterns that inform roadmap and reliability improvements Documentation and Knowledge - Build and maintain customer-facing help articles, FAQs, and troubleshooting guides - Maintain an internal knowledge base that helps the team resolve issues faster over time - Document escalation paths, known issues, and workarounds in a structured, searchable format What We're Looking For Must-Have - 2+ years in a technical support, solutions engineering, or product support role — ideally at a SaaS company - Comfortable reading API documentation, error logs, and basic technical outputs without hand-holding - Strong written communication: able to explain technical concepts clearly to non-technical users - Structured problem-solver — you gather information methodically before jumping to solutions - High ownership: you follow issues through to resolution and don't let things fall through the cracks - Experience working cross-functionally with Engineering and Product teams Nice to Have - Exposure to AI-driven platforms or data-heavy SaaS products - Experience supporting enterprise or agency customers in high-touch environments - Familiarity with survey platforms, market research workflows, or data processing tools - Ability to write clear product documentation or user guides Why Metaforms - Work closely with Product and Engineering — your escalations and insights directly shape the roadmap - Own the support function at a critical stage: you'll build processes and playbooks, not just follow them - Our customers are sophisticated operators at major research agencies — the problems are genuinely interesting - Zero-bureaucracy culture: high autonomy, fast feedback loops, direct access to leadership - Well-funded and financially stable, with a clear roadmap and the runway to execute on it Benefits - Full family health insurance - $1,000 USD annual learning and development budget - Dedicated mentor and coaching support - Free snacks and dinner at the office