Technical Support Engineer - San Francisco HQ

Technical Support Engineer - San Francisco HQ About Orb: We're a team that cares deeply about the work, the people we do it with, and the customers we do it for. Everyone at Orb has real ownership over their work, direct access to customers, and a voice in how the company grows. We're at a stage where the decisions you make today show up in the product tomorrow. The problems are genuinely interesting and you'll be surrounded by people who are thoughtful, ambitious, and fun to work with. For SF Bay Area and NYC residents, we've built a hybrid work culture where we are in office 3 days a week. For remote roles, we ask you to join us in person once a quarter. Our values, customer centricity, minutes matter, run with it, and attention to detail shape how we work and grow as a team. About the role: We are looking for a unique person seeking the chance to join our burgeoning Support team! As one of our Technical Support Engineers, you will oversee issues in all support tiers and play a key role in shaping Orb’s Support Team and overall customer experience. You’ll address issues raised through various channels like Slack and email, be a linchpin in the feedback loop to our Product organization, and be a key interface for production issues with our Engineering team. In this role you will: - 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 About you: - 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 west coast business hours You might be a great fit if you: - 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 - One Medical membership - 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 - Annual learning & development stipend - Meaningful equity in the form of stock options Equal Opportunity Employer We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.