Technical Support Engineer - New York City

New York, New York, United States

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$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