Senior Support Engineer

At Metris, we're on a mission to maximise every kWh of renewable capacity. Our platform delivers real-time data and automates time-consuming tasks involved in renewable operations — monitoring, fault detection, reporting, and billing. We've reached early product-market fit with MetrisOS deployed to 20 customers and 5,000+ solar projects across the UK. We've just raised a Seed round from top VCs in our sector, and we're ready to throw fuel on the fire. As we scale, the quality of our customers' experience becomes as important as building new features. Our customers depend on accurate data and a reliable, bug‑free platform to manage real energy infrastructure — and this role is central to making sure that's what they get. You'll be the person who makes sure issues get found, understood, and fixed before they reach customers.

What you'll do

• Own critical issue resolution. When something breaks for a customer, you're on it. You'll diagnose and resolve technical issues quickly, keeping customers informed throughout and making sure fixes are permanent — not patches.
• Be the technical voice with customers. You'll handle support requests directly, communicating clearly with non-technical users about complex issues. You'll know when to elevate and when to own it yourself.
• Keep the platform performing. You'll monitor system health, analyse performance trends, and proactively flag anything that looks off before it reaches customers.
• Build and maintain documentation. You'll create and own a rich set of technical docs, runbooks, and FAQs — both for internal use and customer-facing — so that knowledge doesn't live only in people's heads.
• Help build the support function for scale. As we grow, ad hoc support won't cut it. You'll help design the tools, processes, and playbooks that allow us to handle increasing customer volume without sacrificing quality — building a support operation that scales with the business.

What you bring

• Strong technical troubleshooting skills. You can work through a problem systematically — from first report to root cause — and you don't stop at symptoms.
• A customer-first instinct. You genuinely enjoy working with customers. You're patient, clear, and good at managing expectations — whether you're explaining a bug, walking someone through a fix, or keeping them updated on a live issue.
• Clear written communication. You can translate technical detail into plain language for a non-technical audience, and you write well for async, distributed teams. Your documentation is something people actually read.
• A proactive mindset. You look for problems before they're reported. You build tools and processes that make issues visible early.
• Solid engineering foundations. Comfortable with SQL, APIs, and reading logs. Comfort working across engineering and customer-facing contexts. You move naturally between a debugging session and a customer call without losing stride.

Bonus

• Experience in a support engineering at a SaaS company
• Familiarity with monitoring and observability tools
• Experience writing customer-facing technical documentation
• Personal interest in energy, climate tech, or infrastructure

This role isn't for you if

• You want to stay purely in the code. This role requires regular, direct communication with customers — that's a feature, not a bug.
• You're reactive by nature. We want someone who builds systems to catch problems early, not someone who waits for tickets to arrive.

Join an exciting, high-performing team that values substance over theatre. Real ownership — you'll shape how Metris handles support and reliability from the ground up. Work on technically interesting systems with real-world environmental impact. Competitive salary + meaningful equity in a company that's just raised its Seed round. Hybrid working from Cardiff with regular trips to our London office. Budget for learning and personal development.