Technical Support Engineer

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. Resolve inbound issues through either immediate resolution based on SOPs or through internal ticketing and follow-up with cross-functional teams. Collaborate with Customer Success, Product Management and Operations teams to set requirements for effective Customer Support workflows. Collect and leverage data to drive continuous improvement. Build on internal playbooks and SOPs, talk tracks, and support knowledge base. Become an expert on the Orb platform.