Technical Support Engineer - San Francisco

Who you are

You are a proactive individual eager to join a burgeoning Support team at Orb. With a strong desire to enhance customer experience, you are ready to tackle issues raised through various channels like Slack and email. You understand the importance of establishing and reporting on SLAs for customer responsiveness and time to resolution. Your collaborative spirit will shine as you work closely with Customer Success, Product Management, and Engineering teams to ensure seamless communication and resolution of production issues.

You thrive in a hybrid work culture, balancing in-office collaboration with remote flexibility. Your attention to detail and customer-centric mindset align perfectly with Orb's values, making you an ideal fit for the team. You are excited about the opportunity to shape the Support Team and contribute to the overall success of the company.

What you'll do

As a Technical Support Engineer, you will be responsible for resolving inbound issues through immediate resolutions based on Standard Operating Procedures (SOPs) or through internal ticketing systems. You will play a key role in establishing and reporting on Service Level Agreements (SLAs) for customer responsiveness and time to resolution. Your ability to collaborate with cross-functional teams will be essential in addressing production issues and providing valuable feedback to the Product organization.

You will oversee issues across all support tiers, ensuring that customer inquiries are handled efficiently and effectively. Your role will involve being a linchpin in the feedback loop to the Product organization, helping to improve the overall customer experience. You will also be instrumental in shaping the Support Team's processes and procedures, contributing to the development of a robust support infrastructure.

What we offer

Orb provides a hybrid work culture where employees are in the office three days a week, fostering collaboration and teamwork. You will have the opportunity to work with a high-velocity team that is dedicated to transforming how modern AI and software companies monetize at scale. As part of a company backed by significant funding, you will be part of a mission-driven organization that values customer centricity and attention to detail. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse and inclusive teams.