Technical Support Engineer - San Francisco HQ

About Orb

Orb is transforming how modern AI and software companies monetize 've built the next-generation billing infrastructure that turns complex usage-based pricing into a competitive advantage. Our developer-first approach powers companies like Vercel, Pinecone, and Replit, delivering real-time billing automation, lightning-fast pricing experiments, and granular revenue analytics.

Backed by $44.1M in funding from top investors such as Mayfield, Menlo Ventures, and Greylock, we are a high-velocity team shipping infrastructure that is defining the future of monetization. We’ve built a hybrid work culture, working from the office three days a week. Our values – customer centricity, minutes matter, run with it, and attention to detail – shape how we work and grow as a team.

We are looking for a unique person who seeks 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.

• 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
• Interact with different personae on an account as you may engage with Billing Engineers, Biz Ops, PMs, Finance and Execs

• 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

• 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, and 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

• 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

We work each day in and 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.