Support Engineer

Meter sells a fully integrated network service - enterprises simply want to know they are getting a fast, secure, and reliable network. However, there are times where customers still need to reach out to Meter and support is one of the most critical parts customers feel. Its one of the reasons they choose us and the reason they stay. This role runs the operation behind it: everything that comes in, where it goes, and whether the customer hears back fast.

That operation is wider than a ticket queue. Its triage, dispatch, service calls, chasing providers who dont want to be chased, and every handoff in between. You own how it runs and how it gets better. If you like taking something loose and making it reliable, this role is for you.

This role is based in Phoenix, on one of three shifts (Phoenix time): 5am-1pm, 1pm-9pm, or 9pm-5am. You dont need a networking background. Well train you, and we have runbooks for the work.

What success looks like

• You own first-touch triage for your shift. Everything inbound gets seen, sorted, and acknowledged by you, so our engineers stay on problems that need an engineer.
• You own the ISP request queue end to end. Circuits fail and providers go dark. You track them, chase them, and keep the customer informed.
• Customers know when were coming to fix a physical issue on their network. No confusion, no missed appointments.
• You hold the handoff. We run 24/7, and nothing goes quiet because it crossed a shift change.
• You build the workflows that make this repeatable, and you document them so the next person doesnt have to ask.

We’ll know it’s working if

• Customers hear from us within 15 minutes
• We dont miss a first-response SLA
• Internal teams stop wondering who to ask, because they know its you

What your day-to-day will look like

• Triage everything inbound across every channel: Decide what it is, how urgent it really is, and who owns what happens next.
• Write to customers: status updates, expectations, and the hard conversations when something isnt fixed yet.
• Write internally: escalations another team can act on without asking a follow-up question, and handoff notes that make shift changes clean.
• Chase everyone, inside Meter and out: You know who needs to hear what.
• Answer the phone: When a network goes down or a customer flags a major incident, they get a real person and a warm handoff.
• Speak up when patterns arise: When eight cases in a week share a cause nobody has named, you see it and flag it.

Technical Support, Sales, Network Integration, Internet Service Providers, Service Level Agreement (SLA), Telephone Skills, Communication Skills, Multitasking, Problem Solving Skills, Technical Support, * Comfortable owning the front of a critical operation, making day-to-day decisions, and knowing when to escalate.

• A clear, concise communicator, both in writing and over the phone.
• Detail-oriented, with a high bar for accuracy and a bias for keeping things moving.
• Steady under pressure, even when multiple priorities need attention at once.
• Comfortable navigating ambiguity, identifying whats critical, and getting to the root of network issues.
• Someone who takes ownership and follows through until issues are resolved.
• Experienced working in a support queue or desk environment, whether in IT, carrier, or technical support.

The internet runs the world. Every email you send, purchase you make, video call you join-it’s all packets flowing through networks. But those networks haven’t changed for decades. They’re brittle, complex, and surprisingly hard to set up in an enterprise space.

We started Meter to build better networks. We had to build everything from the ground-up: designing and building our own enterprise hardware, intuitive software, and streamlined operations to deliver great outcomes for our customers. Today, we build and deploy these networks at scale. Ambitious companies and enduring institutions like Bridgewater, Lyft, Reddit, rely on Meter to keep their thousands of employees and locations online and productive.

Our bet with Meter is simple: we will all use the internet more than we do today. We believe we have the definitive networking stack in place to enable business to do so as seamlessly and reliably as any modern utility.