Technical Support Engineer

Orbital • Los Angeles, CA

11d • $95,000 - $105,000

About The Position

Orbital is hiring a Technical Support Engineer to join its Los Angeles team and deliver technical support across Orbital products. The role sits at the intersection of customers, product, and engineering, investigating customer problems using logs, monitoring systems, and AI-powered tools, resolving issues where possible, and involving the appropriate teams when needed. It is primarily a troubleshooting role; shipping product features or independently working in the codebase is not expected. With guidance from experienced engineers, the role may contribute to safe, straightforward bug fixes and build coding skills over time.

The engineer will work with first-line support, Customer Success, Sales, Legal Engineering, and engineers in London. They will provide second-line technical support, assess issue urgency, communicate clearly with customers and colleagues, and follow issues through to resolution. They will also recognize and escalate serious incidents, improve runbooks and troubleshooting tools, and develop familiarity with Orbital's systems and architecture.

Success involves independently triaging common technical issues, gathering useful debugging evidence, resolving issues within the role's remit, recognizing when engineering assistance is needed, and escalating serious incidents with useful context. The position offers close collaboration with experienced engineers, exposure to modern AI technology, and opportunities to develop toward software engineering, product engineering, or other technical roles.

Orbital is an AI platform for real estate legal work. It builds technology to make real estate transactions faster, clearer, and less manual. The company emphasizes security and compliance, requiring team members to follow security policies, complete regular awareness training, and handle sensitive data in line with ISO 27001 standards. Background screening is required before starting.

Requirements

• Natural curiosity about technology and an interest in understanding how software works and why issues 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.
• Interest in learning new tools, including AI coding assistants, and using them to investigate problems and understand unfamiliar systems.
• Ability to take ownership, work independently, follow issues through to completion, and recognize when help is needed.
• Good judgment in distinguishing everyday bugs from serious incidents and making sensible decisions under pressure.
• Strong communication skills, including explaining complex technical problems clearly to non-technical people.
• Ambition and eagerness to learn, seek feedback, and develop toward deeper technical or product responsibilities.
• Care for customer experience and pride in helping customers return to their work.
• Ability to demonstrate the motivation and aptitude to succeed; relevant backgrounds may include technical support, application support, QA, early software engineering, 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

• Investigate and diagnose technical problems across Orbital products; reproduce bugs, inspect logs and traces, and identify causes.
• Use AI tools and connected internal systems to investigate unfamiliar code, debug failures, and improve troubleshooting.
• Help implement straightforward, low-risk bug fixes under experienced engineers' guidance, following testing and review processes.
• Provide second-line technical support, assess issue urgency, and follow issues through to resolution in coordination with first-line support.
• Recognize serious customer or platform issues, raise incidents, and provide on-call engineers with the context needed to respond.
• Explain technical issues in plain English and provide clear, useful updates to customers and colleagues.
• Support US teams including Customer Success, Sales, and Legal Engineering with technical issues affecting customers, trials, and demonstrations.
• Identify recurring issues, improve runbooks and troubleshooting tools, and reduce repetitive support work.
• Learn Orbital's systems and architecture and progressively take on more challenging technical work.
• Follow company security policies, complete awareness training, and handle sensitive data carefully in line with ISO 27001 standards.

Benefits

• 401(k) plan with 100% matching of 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.
• Pre-tax commuter benefits for eligible commuting expenses.
• Late-night office dinner and weekly team meals.
• Opportunities to work closely with experienced engineers, gain hands-on exposure to modern AI technology, and develop toward other technical roles.

What This Job Offers

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