Technical Support Engineer

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

Responsibilities

• We are looking for a unique person seeking the chance to join our burgeoning Support team!
• As one of the founding dedicated 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
• 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

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

Qualifications

• 3+ years of experience in a highly technical customer support/service role
• Comfortable writing scripts or internal tools leveraging APIs
• Excellent written and spoken communication
• Functional knowledge of SQL and familiarity with AWS
• Experience programming in Typescript or Python
• Ability to work US west coast business hours
• Have familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
• Have a history of using data to drive improvements in customer experience, product quality or operational efficiency
• Take initiative and are capable of learning new technologies / systems / features with little guidance
• Demonstrate a forward-thinking mindset in leveraging new technology to augment customer support