Manager, Support Engineering

Meter's mission and long term ambition

Meter builds better internet infrastructure. We make it exceptionally easy for any business to have great computer networking, internet, and Wi-Fi. Businesses of all sizes and industries increasingly rely on internet infrastructure for daily operations, yet getting connected today is incredibly difficult. To solve this problem, Meter builds and manages a vertically integrated solution across hardware, software, and operations. We believe people who build hardware and software should be the ones responsible for it. Our ambition is to evolve internet infrastructure into a utility.

This role is critical to Meter's success

Meter’s vertically integrated solution incentivizes teams to keep customer experience as their north star. This focus drives our ability to improve products’ features, ease of deployment and manageability, and overall performance. 

Meter’s Support Engineering team has an outsized impact on customer experience. It is the primary team customers interact with post deployment. The team plays a pivotal role in shaping Meter’s reputation with customers and across the broader networking industry. The team’s mandate is more than just resolving issues—it’s about delivering exceptional customer experience that embodies Meter’s values of kindness and ambition. 

As the leader of this team, you will define and execute Meter’s technical support strategy, ensuring customer needs are met today while scaling the function for tomorrow. This is a unique opportunity to build and lead a world-class support organization that scales with Meter’s rapidly growing business. 

In this role, you will be responsible for solving near-term challenges (e.g., operationalizing SLAs) while scaling the function for long-term opportunities (e.g., integrating MSP-level support capabilities). Given Meter’s unique business model, Support Engineering plays a crucial role in the engineering roadmap. You will interface with engineering and advocate for customers’ needs as an extension of their IT team. 

You are an ideal candidate if you have multiple years of experience of building and scaling fast growing technical support functions with experience building teams from scratch and/or scaling the team and support operations during periods of rapid growth.

This role is based out of our San Francisco HQ office. 

You will have an impact by

Defining and executing the long-term Support Engineering strategy

• Operationalizing and continuously improving KPIs including SLA and CSAT targets
• Building for the future by scaling the function and aligning capabilities with customer expectations
• Integrating Meter’s Command DNA into the technical support culture

Building and leading an exceptional team

• Recruiting best-in-market talent with the capabilities and ambition to realize Meter’s long-term goals
• Fostering a culture of professional growth, ensuring team members thrive while delivering outstanding customer support

Collaborating across teams

• Partnering with Engineering, Customer Success, and Sales to maintain alignment and achieve short and long-term goals
• Driving cohesion and communication between cross-functional teams to provide a seamless customer experience

Learn more about how we operate and some of our work

• What is Meter
• How we operate
• Network as a Service (NaaS): What it Should Be and Why It Matters
• Most recent fundraising announcement 

Compensation

We think about Meter's compensation package as a combination of salary, equity, benefits, and the experience of working with a talented team to make the biggest impact of your career. 

• The estimated pay range for this role is $175,000 - $225,000. 
• Additionally, this role is eligible to participate in Meter's equity plan.

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications and experience.

Benefits

• Medical, dental & vision insurance coverage for you and your dependents
  • Annual memberships to One Medical, Headspace and Rightway
• 401k (traditional and Roth options available)
• Flexible time off (FTO)
• Commuter reimbursement
• Parental Leave
• In-house chef and onsite meals (San Francisco Office)