Technical Support Engineer

Orb

Technical Support Engineer resolving customer issues for billing software company Orb. Collaborating with multiple teams to improve customer support workflows and experiences.

Posted 7/9/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $155,000 per yearWebsite

Tech Stack

Tools & technologies

AWSPythonSQLTypeScript

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 west coast business hours

Benefits

Comp & perks

Excellent medical, dental, and vision insurance
One Medical membership
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
Annual learning & development stipend
Meaningful equity in the form of stock options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLTypescriptPythonAPI DevelopmentData AnalysisSOP DevelopmentCustomer Support WorkflowsUsage-Based Billing KnowledgeCross-Functional CollaborationSLA Reporting

Soft Skills

Excellent CommunicationProblem-SolvingCollaboration