Technical Support Engineer

Orbital • Los Angeles, CA

1d

About The Position

Orbital is seeking a Technical Support Engineer to join its Los Angeles team and deliver technical support across its products. The role works at the intersection of customers, product, and engineering, investigating software issues using logs, monitoring systems, traces, and AI-powered tools. The engineer will either resolve problems directly or coordinate with the appropriate colleagues. This is primarily a technical troubleshooting and second-line support position; shipping features or independently working in the codebase is not expected. With guidance, the role may contribute to straightforward, low-risk bug fixes and develop coding skills over time.

The engineer will work with first-line support, Customer Success, Sales, Legal Engineering, and engineers in London to assess and resolve customer issues, communicate progress clearly, and escalate serious incidents with useful context for on-call engineers. The role also involves improving runbooks and troubleshooting tools, identifying recurring issues, and building knowledge of Orbital's systems and architecture. Orbital offers guidance and opportunities to grow toward more challenging technical work, including software or product engineering responsibilities.

Requirements

• Natural curiosity about technology and interest in understanding how software works and why problems occur.
• A foundation in technical troubleshooting, including investigating problems, forming hypotheses, gathering evidence, and working systematically toward answers.
• Willingness to learn how applications work, read code with guidance, and gradually make small bug fixes; professional software development experience is not required.
• Comfort learning new tools and willingness to use AI coding assistants to investigate issues and understand unfamiliar systems.
• Ability to take ownership, work independently, follow issues through to completion, and recognize when to seek help.
• Good judgment in distinguishing everyday bugs from serious incidents and making sensible decisions under pressure.
• Exceptional communication skills, including explaining complicated technical problems clearly to non-technical people.
• Ambition and eagerness to learn, seek feedback, and develop toward deeper technical or product responsibilities.
• Customer-focused approach and care for helping users recover from disruptive technical issues.
• Ability and motivation to succeed; candidates may come from technical support, application support, QA, an early software engineering role, or personal projects.

Nice To Haves

• Experience with monitoring and debugging tools such as Datadog, CloudWatch, or similar platforms.
• Familiarity with SQL, HTTP APIs, JSON, and investigating web applications.
• Experience using Git, working with existing codebases, and submitting pull requests.
• Experience with AI coding tools such as Claude Code or similar agents.
• Experience with customer support and incident management tools such as Intercom and incident.io.
• Exposure to cloud infrastructure, B2B SaaS, or AI-powered applications.

Responsibilities

• Diagnose technical issues across Orbital products, reproduce bugs, inspect logs and traces, and determine causes and next steps.
• Use AI tools, including Claude, Codex, AI coding agents, and connected internal systems, to investigate unfamiliar code and debug failures.
• Contribute to straightforward, low-risk bug fixes with guidance from experienced engineers, following testing and review processes.
• Provide second-line technical support by taking issues requiring deeper investigation from first-line support, assessing urgency, and following them through to resolution.
• Recognize serious customer or platform issues, raise incidents, and provide on-call engineers with the information needed to respond.
• Explain technical issues clearly to customers and colleagues, provide updates, and clarify what is happening and what comes next.
• Work with Customer Success, Sales, and Legal Engineering to resolve technical problems affecting customers, trials, and demonstrations.
• Identify recurring problems, improve runbooks and troubleshooting tools, and find ways to reduce repetitive support work.
• Learn Orbital's systems and architecture and progressively take on more challenging technical work.
• Follow Orbital security policies, complete regular security awareness training, handle sensitive data carefully in line with ISO 27001 standards, and report risks or incidents quickly.

Benefits

• 401(k) plan with a 100% match on contributions up to 4% of salary.
• 20 days of vacation per year, plus additional personal days as detailed in the internal handbook.
• Competitive medical, dental, and vision plans.
• $1,200 annual professional development stipend.
• Commuter benefits using pre-tax earnings for eligible commuting expenses.
• Late-night office dinner and weekly team meals.
• Opportunities to work closely with experienced engineers, gain hands-on exposure to AI technology, and develop toward software engineering, product engineering, or other technical roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed