Founding Technical Support Engineer Cross-Functional Impact

Orb; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision, life ins.

Unlimited PTO with 15 days minimum

401k plan

16-week parental leave with equity

Commuter stipend

Catered lunches

Job summary

Orb is seeking a dedicated Technical Support Engineer to join our growing Support team in San Francisco. You will oversee issues across all support tiers and shape the customer experience, acting as a linchpin between customers, Product, and Engineering.

You’ll resolve problems via SOPs or cross-functional coordination, ensuring timely, data-driven improvements. You will collaborate with Customer Success, Product, and Operations to define tooling requirements and workflow efficiencies, building

Qualifications

• Minimum 3+ years in a highly technical customer support/service role.
• Comfortable writing scripts or internal tools leveraging APIs.
• Excellent written and spoken communication is required.
• Functional knowledge of SQL and familiarity with AWS.
• Experience programming in Typescript or Python.
• Ability to work US west coast business hours.
• Familiarity with billing platforms/systems and finance concepts is a plus.
• History of using data to drive improvements in customer experience or operational efficiency.
• Take initiative and learn new technologies with minimal guidance.
• Forward-thinking in leveraging new tech to augment support.

Responsibilities

• Oversee issues across support tiers and help shape Orb’s Support Team and customer experience.
• Address issues via Slack and email; liaise with Product for feedback and with Engineering for production issues.
• Resolve inbound issues via SOPs or by coordinating with cross-functional teams.

Skills

3+ years in technical customer support

APIs scripting

Excellent written and spoken comms

SQL

AWS familiarity

TypeScript

Python

US West Coast hours

Billing platforms knowledge

Data-driven improvements

Initiative & learning new tech

Job description

Orb is seeking a dedicated Technical Support Engineer to join our growing Support team in San Francisco. You will oversee issues across all support tiers and shape the customer experience, acting as a linchpin between customers, Product, and Engineering.

You’ll resolve problems via SOPs or cross-functional coordination, ensuring timely, data-driven improvements. You will collaborate with Customer Success, Product, and Operations to define tooling requirements and workflow efficiencies, building