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Technical Support Engineer
Job in
San Francisco, San Francisco County, California, 94199, USA
Listed on 2026-07-15
Listing for:
Orb
Full Time
position Listed on 2026-07-15
Job specializations:
-
IT/Tech
Technical Support, IT Support, HelpDesk/Support
Job Description & How to Apply Below
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, Biz Ops, PMs, Finance and Execs
- 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
- 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
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