Technical Support Engineer

Summary

Join Orb's burgeoning Support team as one of the founding Technical Support Engineers. You will be responsible for overseeing issues across all support tiers, shaping the team's direction, and enhancing the overall customer experience. This role involves addressing issues through various channels, collaborating with cross-functional teams, establishing SLAs, and leveraging data for continuous improvement. You will build upon existing internal resources, become an Orb platform expert, and interact with diverse account personas. While remote, this position requires a New York City-based candidate and adherence to US East Coast business hours.

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

• Have familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
• Take initiative and are capable of learning new technologies / systems / features with little guidance
• Have a history of using data to drive improvements in customer experience, product quality or operational efficiency
• Demonstrate a forward-thinking mindset in leveraging new technology to augment customer support

Benefits

• Excellent medical, dental, and vision insurance
• Unlimited PTO plus an additional week off between Christmas and New Year’s
• 401k plan
• 16-week paid parental leave with equity vesting
• Commuter stipend
• Catered lunches in the office
• Meaningful equity in the form of stock options