Technical Support Engineer - San Francisco HQ

About Orb:Orb is redefining what billing software can be, turning one of the most complex parts of running a business into a strategic driver of growth. We're building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence. We work with companies like Vercel, Pinecone, Perplexity, and Replit to help them price smarter, bill accurately, and capture more of the revenue they've earned.Backed by $44.1M in funding from top investors like Mayfield, Menlo Ventures, and Greylock, we're a team that moves fast, holds itself to high standards, and is serious about changing how companies grow.For SF Bay Area and NYC residents, we've built a hybrid work culture where we are in office 3 days/week. For remote roles, we ask you to join us in person 1x per quarter. Our values, customer centricity, minutes matter, run with it, and attention to detail are at the core of everything we do.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 teamsEstablish and report on SLAs for customer responsiveness and time to resolutionCollaborate 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 workflowsCollect 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 baseBecome an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based BillingInteracting with different personae on an account as you may engage with Billing Engineers, BizOps, PMs, Finance and ExecsAbout you:3+ years of experience in a highly technical customer support/service roleExcellent written and spoken communicationComfortable writing scripts or internal tools leveraging APIsFunctional knowledge of SQL and familiarity with AWSExperience programming in Typescript or PythonAbility to work US west coast business hoursYou 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 guidanceHave a history of using data to drive improvements in customer experience, product quality or operational efficiencyDemonstrate a forward-thinking mindset in leveraging new technology to augment customer supportBenefits:Excellent medical, dental, and vision insuranceOne Medical membershipUnlimited PTO plus an additional week off between Christmas and New Year's401k plan16-week paid parental leave with equity vestingCommuter stipendCatered lunches in the officeAnnual learning & development stipendMeaningful equity in the form of stock optionsEqual Opportunity EmployerWe 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.

Created: 2026-04-02