Technical Product Support Executive

About the Company

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 using AI Agents that augment survey programming, data processing, and project management.

Responsibilities

• Investigate and resolve technical issues reported by customers via chat and email
• Read and interpret error logs, API responses, and product behavior to diagnose problems
• Support customers through complex workflows including survey deployments and AI agent configurations
• Conduct product walkthroughs and guide customers through feature adoption
• Translate real-world usage problems into actionable feedback for the Product team
• Build and maintain customer-facing help articles, FAQs, and troubleshooting guides
• Maintain an internal knowledge base and document escalation paths

Requirements

• 2+ years in technical support, solutions engineering, or product support (ideally SaaS)
• Ability to read API documentation, error logs, and basic technical outputs
• Strong written communication skills for explaining technical concepts to non-technical users
• Structured problem-solving approach
• Experience working cross-functionally with Engineering and Product teams

Preferred Qualifications

• Exposure to AI-driven platforms or data-heavy SaaS products
• Experience supporting enterprise or agency customers in high-touch environments
• Familiarity with survey platforms or market research workflows
• Ability to write clear product documentation

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