Technical Support Engineer, Orb
+ Stock options
3+ days a week in office
Purpose-built platform for flexible pricing models
Open for applications
Purpose-built platform for flexible pricing models
21-100 employees
Open for applications
+ Stock options
3+ days a week in office
21-100 employees
Company mission
To provide every business with the infrastructure to unlock their revenue.
Role
Who you are
- 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
- Familiarity with billing platforms/systems and finance concepts like Deferred Revenue a plus!
Desirable
- Take initiative and are capable of learning new technologies / systems / features with little guidance
- Have a history of using data to drive improvements in customer experience, product quality or operational efficiency
- Demonstrate a forward-thinking mindset in leveraging new technology to augment customer support
What the job involves
- We are looking for a unique person seeking the chance to join our burgeoning Support team! As one of the founding dedicated 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
- 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
Our take
Orb founders Morales and Grover worked together as engineering leaders at Asana for five years, and during their time at the company they witnessed a plethora of changes to pricing and packing. The major changes were a burden not only for the financing team, but for the engineers themselves.
Realizing they wanted more flexibility over how software-as-a-service (SaaS) products are billed and monetized, the pair developed Orb. It's a cloud-based software platform helping businesses create and manage pricing models, with a specific focus on helping businesses that are seeking flexible pricing options for their customers, such as subscription-based services or pay-as-you-go models.
Orb is backed by a number of investment organizations as well as founders and executives at the forefront of enterprise software. It expanded its team in 2023 and is now well-equipped to fulfil its vision of leveraging software so companies can be at their most effective.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Sep 2024
$25m
SERIES B
Mar 2023
$14m
SERIES A
Total funding: $44m
Company benefits
- Medical insurance - 100% coverage for you and dependents
- Dental, vision, and life insurance
- Unlimited PTO, with 15 days minimum encouraged
- 401k plan
- 16-week paid parental leave with equity vesting
- Commuter stipend
- Catered lunches in the office
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Alvaro Morales
(CEO)Previously a Software Engineer and Engineering Manager at Asana. Graduated from the Massachusetts Institute of Technology with a Master in Computer Science.
Kshitij Grover
(CTO)Began their career as a Software Engineer Intern at Apple and Facebook before becoming a Software Engineer at Asana.
Salary benchmarks
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