Technical product support executive

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 Saa S 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 Saa S 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