Technical Support Specialist
SkioSalary not specified
Full Time
Junior (1 to 2 years)
[Remote] Technical Support Engineer - New York City at Orb
New York, New York, United States
$110,000 – $150,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
SaaS, Billing, Fintech, AIIndustries
Requirements
Candidates must have at least 3 years of experience in a highly technical customer support or service role. They should possess excellent written and spoken communication skills, functional knowledge of SQL, familiarity with AWS, and experience programming in Typescript or Python. The ability to work US East Coast business hours is also required, and familiarity with billing platforms and finance concepts is a plus.
Responsibilities
The Technical Support Engineer will resolve inbound issues through immediate resolution or internal ticketing, establish and report on SLAs for customer responsiveness, and collaborate with Customer Success, Product Management, and Operations teams to define requirements for support workflows. This role involves collecting and leveraging data for continuous improvement, building internal playbooks and SOPs, becoming an expert on the Orb platform and its use cases, and interacting with various customer personas.
Skills
Technical Support
Customer Support
Billing Systems
SLA Management
Cross-functional Collaboration
Data Analysis
Problem Solving
Customer Experience
Slack
Email Support
Orb
Automates billing and pricing for SaaS
About Orb
Orb modernizes pricing models for businesses, particularly in the Software as a Service (SaaS) sector, by automating and simplifying billing processes. The platform allows companies to experiment with various pricing strategies without extensive engineering resources and integrates with major cloud providers for quick service listings. Unlike competitors, Orb offers a subscription-based service that supports flexible pricing options and provides actionable insights from real-time customer usage data. The goal is to streamline operations and empower businesses to optimize their pricing strategies for growth and efficiency.
San Francisco, CaliforniaHeadquarters
2021Year Founded
$42.8MTotal Funding
SERIES_BCompany Stage
Enterprise Software, Fintech, AI & Machine LearningIndustries
11-50Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
401(k) Retirement Plan
16-week paid parental leave with equity vesting
Commuter Benefits
Stock Options
Risks
Emerging billing platforms offer similar features at lower costs, increasing competition.
Rapid AI advancements may outpace Orb's current capabilities, requiring R&D investment.
Potential security vulnerabilities in new API endpoints could expose sensitive data.
Differentiation
Orb automates complex billing processes for SaaS, fintech, and AI companies.
The platform supports flexible pricing models, including prepaid, postpaid, and usage-based trials.
Orb integrates with AWS, GCP, and Azure for seamless cloud marketplace listings.
Upsides
Orb raised $25M in Series B funding, boosting growth and innovation.
Subscription-based pricing models are increasingly adopted by SaaS companies.
AI-driven analytics in billing platforms optimize pricing strategies and customer insights.
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