About Orb:
Orb is redefining what billing software can be, turning one of the most complex parts of running a business into a strategic driver of growth. We're building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence. We work with companies like Vercel, Pinecone, Perplexity, and Replit to help them price smarter, bill accurately, and capture more of the revenue they've earned.
Backed by $44.1M in funding from top investors like Mayfield, Menlo Ventures, and Greylock, we're a team that moves fast, holds itself to high standards, and is serious about changing how companies grow.
For SF Bay Area and NYC residents, we've built a hybrid work culture where we are in office 3 days/week. For remote roles, we ask you to join us in person 1x per quarter. Our values, customer centricity, minutes matter, run with it, and attention to detail are at the core of everything we do.
About the role:
We are looking for a unique person seeking the chance to join our burgeoning Support team! As one of our 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.
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 west 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
Benefits:
Excellent medical, dental, and vision insurance
One Medical membership
Unlimited PTO plus an additional week off between Christmas and New Year’s
401k plan
16-week paid parental leave with equity vesting
Commuter stipend
Catered lunches in the office
Annual learning & development stipend
Meaningful equity in the form of stock options
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.
Top Skills
What We Do
Orb is the Revenue Design platform that helps SaaS and GenAI companies design, price, and execute monetization; from contracts and usage to billing, invoicing, and reporting. It is built for Revenue Architects, the product, finance, engineering, and sales leaders who shape how revenue is created. Legacy billing systems are rigid and slow, often forcing companies into workarounds. Orb adapts to any model, from self-serve usage to complex enterprise contracts, so teams can move faster and scale without friction. Companies like Replit, Glean, and Redis rely on Orb to bill millions of users, automate enterprise contracts, and keep finance audit-ready. Backed by Mayfield, Menlo Ventures, and Greylock, Orb is building the platform that turns monetization from a bottleneck into a growth driver.
Why Work With Us
The Orb team places customers, personal and collective ownership, urgency, and attention to detail at the center of everything it does. Solving this mission-critical problem is no easy feat, but our dedicated team holds itself to high standards and every individual makes a big impact on our business, product, and customers!
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