Technical Support Engineer - New York City

About Orb:

Orb is transforming how modern AI and software companies monetize at scale. We've built the next-generation billing infrastructure that turns complex usage-based pricing into competitive advantage. Our developer-first approach powers companies like Vercel, Pinecone, and Replit, delivering real-time billing automation, lightning-fast pricing experiments, and granular revenue analytics.

Backed by $44.1M in funding from top investors like Mayfield, Menlo Ventures, and Greylock, we're a high-velocity team shipping infrastructure that's defining the future of monetization.

We work in office 3 days/week in downtown San Francisco. Our values, customer centricity, minutes matter, run with it, and attention to detail shape how we work and grow as a team.

About the role:

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. 

*While the role is remote, we are looking for someone based in the New York City area.

In this role you will:

• 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

You might be a great fit if you:

• 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

Benefits:

• 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

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.