Technical Support Engineer

4 days ago

New York, United States Orb Full time
Mission

Orb is on an ambitious mission to provide every business with the infrastructure to unlock their revenue. Best-in class businesses find ways to effectively align their monetization to product usage-whether that's through seats, consumption, feature limits, or usage-based tiers. Orb brings that opportunity to every software company.

We are reimagining billing and invoicing for this era of hybrid pricing in software. Billing is no longer just a finance problem, but also a high-stakes engineering observability problem that customers urgently need solved. At Orb, we take a developer-first, data infrastructure approach to this problem. We make it possible for companies to fully automate their current billing process, and to evolve their monetization strategy over time.

Orb supports the end-to-end workflow for revenue: developers love our product's extensibility and intuitive API, product managers become empowered to iterate on pricing and packaging much faster, finance teams get fine-grained reporting to facilitate revenue recognition, and customer-facing teams benefit from the transparency Orb brings to the customer relationship.

About Orb

Orb is the modern billing infrastructure powering revenue workflows for the next wave of AI and software companies. We believe that pricing and billing shouldn't be a blocker to building and shipping great products. We power billing for highly innovative companies like Vercel, Pinecone, Perplexity, Replit, and work with our customers on some of their most crucial revenue initiatives.

Orb has raised $44.1 million in funding from top-tier investors like Mayfield, Menlo Ventures, Greylock, and founders and operators from companies like Plaid, Datadog, Notion, Asana, HubSpot, and more.

Role & Impact

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.

Some examples of work you might do at Orb include:
  • 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, BizOps, PMs, Finance and Execs
About You
  • 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 east coast business hours
  • Familiarity with billing platforms/systems and finance concepts like Deferred Revenue a plus
You might be a good fit if you:
  • 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
In order to thoughtfully scale the company and avoid downstream inequities, we don't use leveling titles at Orb. You will not see us use prefixes like "Senior" in our job descriptions. We include experience requirements for every role and compensate employees based on their experience and internal level within Orb.

Working at Orb

When you meet our team, you'll see we're a group of dedicated and kind individuals who care deeply about solving what is one of the most mission-critical problems for any business.

Every one of us has outsized impact on the business, our product, and our customers-we hold ourselves to a standard of excellence, with the empowerment to take risks and the judgment to focus our time on maximizing leverage.

We approach our work with intensity and a sense of urgency. With a product like ours, minutes matter: we can help accelerate other businesses tremendously if we're focused on building quickly while maintaining critical attention to detail. When we're 'on', we're on.

We will focus on setting you up for success, with the right expectations and enablement. We coach on outcomes, not inputs or style. We show up for each other with kindness, which earns us the ability to have difficult conversations with trust by default and openness to feedback.

As a growing organization, we value in-person collaboration. We see it as a way to achieve our mission faster, in an environment of rapid ideation, strong alignment, and that energy that makes work more fun.

Benefits
  • 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


Equal Opportunity Employer

We work with each other day in and day 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.

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