Orb is looking for a Technical Support Engineer to join as a founding member of our Support team in New York City. In this role, you will oversee all tiers of support issues and be instrumental in shaping the team's processes and the overall customer experience. You will serve as a key interface between customer needs and our Engineering team.

What You'll Do

Resolve inbound customer issues through direct resolution or by managing internal ticketing and follow-ups with cross-functional teams.
Establish and report on SLAs for customer responsiveness and resolution times.
Collaborate with Customer Success, Product Management, and Operations to define requirements for software tools and integrations that enable effective support workflows.
Collect and leverage data to drive continuous improvement within Customer Support and with Engineering and Product teams.
Build out internal playbooks, SOPs, talk tracks, and the support knowledge base.
Become an expert on the Orb platform and usage-based billing trends.
Interact with diverse account stakeholders including Billing Engineers, BizOps, PMs, Finance, and Executives.

What We're Looking For

3+ years of experience in a highly technical customer support or service role.
Excellent written and spoken communication skills.
Comfort writing scripts or internal tools that leverage APIs.
Functional knowledge of SQL and familiarity with AWS.
Experience programming in Typescript or Python.
Ability to work US east coast business hours.

Nice to Have

Familiarity with billing platforms, systems, and finance concepts like Deferred Revenue.
A proactive approach to learning new technologies, systems, and features with minimal guidance.
A history of using data to drive improvements in customer experience, product quality, or operational efficiency.
A forward-thinking mindset for leveraging new technology to augment customer support.

Technical Stack

SQL
AWS
Typescript
Python

Team & Environment

You will be the founding member of the Support team, collaborating closely with Customer Success, Product Management, Operations, and Engineering.

Benefits & Compensation

Excellent medical, dental, and vision insurance.
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.
Meaningful equity in the form of stock options.

Work Mode

This is a hybrid role based in the New York City area.

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.