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Orb · 12 hours ago

Technical Support Engineer - San Francisco

San Francisco, CA

Full-time

Hybrid

Mid Level

$110K/yr - $155K/yr

3+ years exp

Orb is transforming how modern AI and software companies monetize at scale. As a Technical Support Engineer, you will oversee issues in all support tiers, resolve inbound issues, and collaborate with various teams to enhance customer support workflows.

Artificial Intelligence (AI)BillingSoftware

H1B Sponsor Likely

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

Qualification

Technical customer supportSQLAPIsTypescriptPythonData-driven improvementsCommunicationInitiative

Required

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 west coast business hours

Preferred

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

Benefits

Excellent medical, dental, and vision insurance

One Medical membership

Unlimited PTO plus an additional week off between Christmas and New Year’s

401k plan

16-week paid parental leave with equity vesting

Commuter stipend

Catered lunches in the office

Annual learning & development stipend

Meaningful equity in the form of stock options

Company

Orb

Orb is the modern billing infrastructure powering revenue workflows for the next wave of AI and software companies.

Founded in 2021

San Francisco, California, USA

51-200 employees

https://www.withorb.com

H1B Sponsorship

Orb has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)

2024 (1)