Technical Support Engineer - San Francisco HQ

About this role

Orb seeks a Technical Support Engineer to handle customer issues across all support tiers, serving as a bridge between customers and internal teams. You'll resolve technical problems, establish SLAs, drive data-informed improvements, and become an expert on the usage-based billing platform while collaborating with Product, Engineering, and Customer Success.

What you'll do

• Resolve inbound customer issues via Slack and email through SOPs or escalation to engineering teams
• Establish, monitor, and report on SLAs for customer responsiveness and resolution time
• Collaborate with Customer Success, Product, and Operations to define support tools and system requirements
• Collect and analyze data to drive continuous improvement across support and cross-functional teams
• Build and maintain internal playbooks, SOPs, talk tracks, and knowledge base documentation
• Become platform expert on Orb's billing capabilities and industry trends in usage-based billing

What they're looking for

• Technical customer support (3+ years experience)
• SQL and AWS familiarity
• TypeScript or Python programming
• API script and internal tool development
• Written and verbal communication
• Data analysis and metrics tracking
• Billing/finance concepts (deferred revenue preferred)
• Self-directed learning and technology adoption

Benefits

• Medical, dental, and vision insurance
• One Medical membership
• Unlimited PTO plus extra week off Dec 25–Jan 1
• 401(k) plan with meaningful equity/stock options
• 16-week paid parental leave with equity vesting
• Commuter stipend, catered office lunches, annual L&D budget