As a Technical Support Engineer at Orb, your main responsibilities include resolving customer inquiries via Slack and email, collaborating with cross-functional teams to enhance customer support workflows, establishing SLAs for responsiveness, and continuously improving internal processes. You will also work closely with Engineering and Product teams to relay customer feedback and ensure issues are addressed efficiently, making a significant impact on the overall customer experience.

To apply for the Technical Support Engineer role at Orb, you’ll need a minimum of 3 years of experience in a technical customer support/service role. Other qualifications include excellent written and verbal communication skills, familiarity with programming languages like Typescript or Python, and knowledge of SQL and AWS. A background in billing systems and finance concepts is a plus that will help you excel in this position.

Orb places a high emphasis on employee development and growth. As a Technical Support Engineer, you will be encouraged to take initiative, learn new technologies, and utilize data to drive improvements. The company promotes a collaborative work environment, providing you with opportunities to enhance your skills, participate in team projects, and receive coaching to maximize your potential.

At Orb, the work environment is one of collaboration, kindness, and empowerment. As a Technical Support Engineer, you'll work with a dedicated team that strives for excellence while valuing open communication and trust. The company promotes in-person collaboration to facilitate rapid ideation and strong alignment, making the workplace both productive and enjoyable.

Orb offers an attractive benefits package for its Technical Support Engineers, including 100% medical coverage for you and your dependents, dental and vision insurance, unlimited paid time off (with a minimum of 15 days encouraged), a 401k plan, 16-week paid parental leave, a commuter stipend, and catered lunches in the office. These benefits reflect Orb's commitment to employee well-being and a supportive work-life balance.

When troubleshooting technical issues, I take a systematic approach. I begin by gathering all relevant information from the user about the problem they are experiencing. Then, I replicate the issue in a controlled environment to understand its context. I consult documentation and knowledge bases for known issues and solutions, and if necessary, I escalate the problem to relevant teams. Lastly, I make sure to communicate clearly with the user throughout the process to keep them informed.

I prioritize support tickets based on urgency and impact on the customer. Critical issues that affect a large number of users or hinder essential business functions take precedence. After addressing immediate concerns, I assess the less urgent tickets based on their complexity, due dates, and customer expectations. I ensure that I communicate priorities transparently with the team to optimize response times.

I have significant experience using SQL for data analysis and reporting. In my previous role, I utilized SQL to query customer data and analyze trends. This allowed me to identify common issues and suggest improvements in the support process. For example, I created reports that highlighted frequent queries, which helped the team develop better FAQs and documentation to reduce repetitive tickets.

To stay updated on industry trends in usage-based billing, I regularly read industry publications, attend webinars and conferences, and actively participate in online forums and groups related to billing and revenue management. Additionally, I follow key thought leaders on social media to gain insights into emerging trends and best practices, ensuring that my knowledge is current and relevant.

I have extensive experience using various ticket management systems such as Zendesk and Freshdesk. I find that these tools greatly enhance my efficiency by allowing me to categorize issues, track resolutions, and monitor response times. Additionally, I utilize internal knowledge bases and communication tools like Slack to collaborate with team members and escalate more complex issues effectively.

I recall a situation where a customer faced a critical issue that disrupted their operations. I took the initiative to not only resolve the technical glitch promptly but also scheduled a follow-up to ensure they understood the solution and were comfortable using our product. I provided them with additional resources and tips tailored to their specific use case, which resulted in positive feedback and improved customer satisfaction.

The most challenging aspect of technical support is managing customer expectations while dealing with complex issues. Customers often expect immediate resolutions, but certain problems require thorough investigation and collaboration with technical teams. I focus on clear communication, setting realistic timelines, and keeping customers informed throughout the process to mitigate frustration and build trust.

In handling difficult customer interactions, I maintain a calm demeanor and actively listen to the customer's concerns. I empathize with their frustration and assure them that I am there to help. After understanding their issues, I provide clear and concise solutions, while also maintaining transparency about the steps I will take to resolve their problems. If needed, I escalate the situation to ensure their concerns are addressed effectively.

I'm particularly drawn to Orb's mission to innovate billing infrastructure and support software companies in their monetization efforts. I admire the company’s commitment to a collaborative and supportive culture, as well as the opportunity to be a founding team member in the support department. I'm excited about the potential to contribute towards shaping the customer experience and being part of a forward-thinking organization.

I bring strong technical knowledge, excellent communication skills, and a proactive approach to problem-solving. My experience in utilizing data for process improvements has led to enhanced customer service in my previous roles. Additionally, my ability to collaborate with diverse teams and adapt to new technologies will allow me to effectively support Orb's mission of creating an exceptional customer experience.