Technical Support Engineer (Amsterdam)

Join Orb as a Technical Support Engineer in Amsterdam. In this role, you will oversee technical issues across support tiers, assist customers through various channels, and collaborate closely with Engineering on production issues. You will also help establish support responsiveness standards, improve support workflows, and become an expert on the Orb platform. Benefits include medical insurance, unlimited PTO, a 401k plan, and more.

• Oversee issues across support tiers, help customers through channels like Slack and email, and partner closely with Engineering on production issues.
• Resolve inbound technical issues either directly through SOPs and hands-on troubleshooting or by opening, coordinating, and following through on internal tickets with cross-functional teams.
• Collaborate with Customer Success, Product Management and Operations to improve the systems, tooling, and integrations that power effective support workflows.
• You are excited to work from Europe while helping Orb improve coverage for customers outside standard US business hours
• You have 3+ years of experience in a highly technical customer support or service role
• You have functional SQL knowledge and familiarity with AWS
• You are comfortable writing scripts or lightweight internal tools that leverage APIs
• You are comfortable working autonomously and making sound escalation decisions when something may be urgent
• You are an excellent written and verbal communicator
• You have experience programming in Python or TypeScript
• 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 / 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