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Tech Stack
Tools & technologiesAWSPythonSQLTypeScript
About the role
Key responsibilities & impact- Resolve inbound technical issues through SOPs and hands-on troubleshooting or by coordinating internal tickets
- Triage urgent customer-reported issues and determine escalation paths
- Establish and report on support responsiveness and time-to-resolution standards
- Collaborate with Customer Success, Product Management, and Operations to improve systems and tooling
- Use support data and recurring issue patterns for continuous improvement
- Build and improve internal playbooks and knowledge base content
- Become a deep expert on the Orb platform and usage-based billing landscape
- Work across a broad set of customer stakeholders
Requirements
What you’ll need- 3+ years of experience in a highly technical customer support or service role
- Excellent written and verbal communicator
- Comfortable writing scripts or lightweight internal tools that leverage APIs
- Functional SQL knowledge and familiarity with AWS
- Experience programming in Python or TypeScript
- Comfortable working autonomously and making sound escalation decisions
- Excited to work from Europe while helping improve coverage for customers outside standard US business hours
- Familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
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
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
TroubleshootingSOP DevelopmentAPI IntegrationData AnalysisIssue TriageEscalation ManagementKnowledge Base DevelopmentUsage-Based BillingFinance ConceptsDeferred Revenue
Soft Skills
Excellent CommunicationAutonomous Decision-MakingCollaboration