Withorb
Technical Support Engineer - San Francisco HQ
HQ-San Francisco
Sponsorship not specifiedDetected 12 days ago
TypeScriptPythonSQLAWSCustomer SuccessCustomer SupportCommunication
About the role
- 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
Responsibilities
- 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
- We 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.
Requirements
- 3+ years of experience in a highly technical customer support/service role
- Functional knowledge of SQL and familiarity with AWS
- Experience programming in Typescript or Python
- Ability to work US west coast business hours
Nice to have
- Have familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
Skills
- Comfortable writing scripts or internal tools leveraging APIs
- Take initiative and are capable of learning new technologies / systems / features with little guidance
Compensation
- Annual learning & development stipend
Benefits
- Excellent medical, dental, and vision insurance
- One Medical membership
- Unlimited PTO plus an additional week off between Christmas and New Year's
- 16-week paid parental leave with equity vesting
- Commuter stipend
- Annual learning & development stipend
- Meaningful equity in the form of stock options
Company info
- We're a team that cares deeply about the work, the people we do it with, and the customers we do it for.
- Everyone at Orb has real ownership over their work, direct access to customers, and a voice in how the company grows.
- We're building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence.
- Looking ahead, joining forces with Adyen expands what we can build and raises the ceiling on the problems we get to solve for customers.
- Our values, customer centricity, minutes matter, run with it, attention to detail, and go further together are at the core of everything we do.
- For San Francisco Bay Area, New York, and Amsterdam residents, we've built a hybrid work culture where we are in office 3 days/week.
Equal opportunity
- 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.
- Equal Opportunity Employer
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