Technical Support Engineer - San Francisco HQ

Responsibilities

• Resolve inbound issues through 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 Customer Success, Product Management, and Operations teams to set requirements for software tools, systems, and integrations for effective Customer Support workflows.
• Collect and leverage data to drive continuous improvement within Customer Support and cross-functionally with Engineering and Product.
• Build on internal playbooks, SOPs, talk tracks, and support knowledge base.
• Become an expert on the Orb platform and use cases, while keeping up with industry trends in Usage-Based Billing.
• Interact with different personas on accounts including Billing Engineers, BizOps, PMs, Finance, and Execs.

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 west coast business hours.

Nice-to-Haves

• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue.
• Take initiative and capable of learning new technologies, systems, or features with little guidance.
• 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.

Compensation and 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.