Technical Support Engineer - New York City

Orb•New York, NY

1d•Hybrid

About The Position

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. We are looking for someone based in the New York City area and who can come into our Brooklyn office 3x per week.

Requirements

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 east coast business hours

Nice To Haves

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 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

Responsibilities

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