Technical Support Engineer

Summary

Join Orb's burgeoning Support team as one of the founding Technical Support Engineers! You will be a key player in shaping Orb's customer experience by resolving issues across all support tiers, collaborating with cross-functional teams, and establishing SLAs. You'll leverage data to drive continuous improvement and build upon internal support resources. This role requires 3+ years of experience in a highly technical customer support role, excellent communication skills, and familiarity with SQL, AWS, and either Typescript or Python. Orb offers a comprehensive benefits package including 100% medical coverage for you and dependents, dental, vision, and life insurance, unlimited PTO (with a 15-day minimum encouraged), a 401k plan, 16 weeks of paid parental leave, and more. Orb values in-person collaboration and a diverse, inclusive team.

Requirements

• 3+ years of experience in a highly technical customer support/service role
• Excellent written and spoken communication
• Comfortable writing scripts or internal tools leveraging APIs
• Functional knowledge of SQL and familiarity with AWS
• Experience programming in Typescript or Python
• Ability to work US east coast business hours

Responsibilities

• Resolve inbound issues through either immediate resolution based on SOPs or through internal ticketing and follow-up with cross-functional teams
• Establish and report on SLAs for customer responsiveness and time to resolution
• Collaborate with our Customer Success, Product Management and Operations teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows
• Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Product, etc
• Build on our internal playbooks and SOPs, talk tracks, and support knowledge base
• Become an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based Billing
• Interacting with different personae on an account as you may engage with Billing Engineers, BizOps, PMs, Finance and Execs

Preferred Qualifications

Familiarity with billing platforms/systems and finance concepts like Deferred Revenue

Benefits

• Medical insurance - 100% coverage for you and dependents
• Dental, vision, and life insurance
• Unlimited PTO, with 15 days minimum encouraged
• 401k plan
• 16-week paid parental leave with equity vesting
• Commuter stipend
• Catered lunches in the office