Technical Support Engineer - San Francisco HQ

About the role

We are looking for a unique person seeking the chance to join our burgeoning Support team! As one of our 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.

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
• Interact with different personae on an account as you may engage with Billing Engineers, BizOps, PMs, Finance and Execs

Requirements

You Might Be a Great Fit If You Have:

• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
• A history of using data to drive improvements in customer experience, product quality or operational efficiency
• A forward-thinking mindset in leveraging new technology to augment customer support

Qualifications

• 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
• Ability to work US west coast business hours