Technical Support Engineer, Orb

• You have 3+ years of experience in a highly technical customer support or service role
• You are an excellent written and verbal communicator
• You are comfortable writing scripts or lightweight internal tools that leverage APIs
• You have functional SQL knowledge and familiarity with AWS
• You have experience programming in Python or TypeScript
• You are comfortable working autonomously and making sound escalation decisions when something may be urgent
• You are excited to work from Europe while helping Orb improve coverage for customers outside standard US business hours

Desirable

• We’re looking for a Technical Support Engineer in Amsterdam to help extend Orb’s technical support coverage for customers across time zones
• As one of our dedicated Technical Support Engineers, you will oversee issues across support tiers, help customers through channels like Slack and email, feed patterns back to Product, and partner closely with Engineering on production issues
• Resolve inbound technical issues either directly through SOPs and hands-on troubleshooting or by opening, coordinating, and following through on internal tickets with cross-functional teams
• Triage urgent customer-reported issues, make strong judgment calls on what truly rises to a P0, and route those issues quickly to the right engineering path when escalation is warranted
• Help establish and report on support responsiveness and time-to-resolution standards
• Collaborate with Customer Success, Product Management and Operations to improve the systems, tooling, and integrations that power effective support workflows
• Use support data and recurring issue patterns to drive continuous improvement across Support, Engineering, and Product
• Build and improve internal playbooks, SOPs, talk tracks, and knowledge base content as the team scales
• Become a deep expert on the Orb platform, common customer architectures, and the usage-based billing landscape
• Work across a broad set of customer stakeholders, including billing engineers, BizOps, PMs, finance teams, and executives