About Orb

Orb is on a mission to revolutionize billing infrastructure for the modern era of AI and software. We empower businesses to align their monetization with product usage—whether through seats, consumption, feature limits, or hybrid pricing models. Our developer-first, data-driven approach enables companies to automate their billing processes and adapt their pricing strategies with ease.

With Orb, revenue workflows are seamless for every team: developers love our intuitive API and extensibility, product managers iterate on pricing and packaging faster, finance teams gain fine-grained reporting for revenue recognition, and customer-facing teams build trust through billing transparency. Companies like Vercel, Pinecone, and Replit rely on Orb to power their most critical revenue initiatives.

Backed by $44.1 million in funding from top investors like Mayfield, Menlo Ventures, and Greylock, we’re building a hybrid, in-office culture in downtown San Francisco (3 days/week). Our team thrives on collaboration, focus, and kindness, with a shared commitment to solving high-impact problems for our customers. At Orb, every team member drives meaningful impact, and we’re just getting started.

About the role:

We are looking for a unique person seeking the chance to join our burgeoning Support team! As one of the founding dedicated Technical Support Engineers, you will oversee issues in all support tiers and play a key role in shaping Orb’s Support Team and overall customer experience. 

You’ll address issues raised through various channels like Slack and email, be a linchpin in the feedback loop to our Product organization, and be a key interface for production issues with our Engineering team. 

*While the role is remote, we are looking for someone based in the New York City area.

In this role you will:

• Resolve inbound issues through either 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 our Customer Success, Product Management and Operations teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows

• Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Product, etc.

• Build on our internal playbooks and SOPs, talk tracks, and support knowledge base

• Become an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based Billing

• Interacting with different personae on an account as you may engage with Billing Engineers, BizOps, PMs, Finance and Execs 
  

About you:

• 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 east coast business hours

You might be a great fit if you:

• Have familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!

• Take initiative and are capable of learning new technologies / systems / features with little guidance

• Have a 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

Please note: We value in-person collaboration and have built a hybrid, in office culture with 3 days/week at our HQ in downtown San Francisco. We see it as a way to achieve our mission faster, in an environment of rapid ideation, strong alignment, and that energy that makes work more fun. Unless specifically noted in the job above, please plan to join us in person in San Francisco.

Benefits

• Excellent medical, dental, and vision insurance - 100% coverage for you and dependents

• Unlimited PTO (with 15 days minimum encouraged) plus one week of time off during the last week of December

• 401k plan

• 16-week paid parental leave with equity vesting

• Commuter stipend

• Catered lunches in the office

• Meaningful equity in the form of stock options and a unique ten-year exercise window

Equal Opportunity Employer

We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.