Orb · 2 days ago

Technical Support Engineer

Remote-NYC

Full-time

Remote

Mid Level

3+ years exp

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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

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Technical SupportSQLAWSTypescriptPythonAPIsBilling PlatformsDeferred RevenueData AnalysisCustomer Success