About The Role

Join Orb, a fast-growing company in the Usage-Based Billing industry. As a Technical Support Engineer, you will play a key role in shaping our Support Team and overall customer experience. You will address issues raised through various channels, establish SLAs for customer responsiveness, collaborate with cross-functional teams, and drive continuous improvement. You will also become an expert on the Orb platform and engage with various personas on an account. Benefits include medical insurance, unlimited PTO, a 401k plan, and more.

Oversee issues in all support tiers and play a key role in shaping the Support Team and overall customer experience.
Address issues raised through various channels, resolve inbound issues, and establish and report on SLAs for customer responsiveness.
Collaborate with cross-functional teams to set requirements for software tools, systems, and integrations needed for effective Customer Support workflows.
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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