Technical Support Engineer
Job description
About Orb
We are a team that cares deeply about the work, the people we do it with, and the customers we do it for. Everyone at Orb has real ownership over their work, direct access to customers, and a voice in how the company grows. We are building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence.
Looking ahead, joining forces with Adyen expands what we can build and raises the ceiling on the problems we get to solve for customers. The challenges are uniquely interesting, and you'll be surrounded by thoughtful, ambitious people who move fast and hold a high bar.
For San Francisco Bay Area, New York, and Amsterdam 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, attention to detail, and go further together - are at the core of everything we do.
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About the Role
We're looking for a Technical Support Engineer in Amsterdam to help extend Orb's technical support coverage for customers across time zones.
As one of our dedicated Technical Support Engineers, you will oversee issues across support tiers, help customers through channels like Slack and email, feed patterns back to Product, and partner closely with Engineering on production issues.
*We are looking for someone based in the Amsterdam, Netherlands area and who can come into the Adyen office 3x per week.
- Resolve inbound technical issues either directly through SOPs and hands-on troubleshooting or by opening, coordinating, and following through on internal tickets with cross-functional teams.
- Triage urgent customer-reported issues, make strong judgment calls on what truly rises to a P0, and route those issues quickly to the right engineering path when escalation is warranted.
- Help establish and report on support responsiveness and time-to-resolution standards.
- Collaborate with Customer Success, Product Management and Operations to improve the systems, tooling, and integrations that power effective support workflows.
- Use support data and recurring issue patterns to drive continuous improvement across Support, Engineering, and Product.
- Build and improve internal playbooks, SOPs, talk tracks, and knowledge base content as the team scales.
- Become a deep expert on the Orb platform, common customer architectures, and the usage-based billing landscape.
- Work across a broad set of customer stakeholders, including billing engineers, BizOps, PMs, finance teams, and executives.
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Requirements
You have 3+ years of experience in a highly technical customer support or service role.
You are an excellent written and verbal communicator.
You are comfortable writing scripts or lightweight internal tools that leverage APIs.
You have functional SQL knowledge and familiarity with AWS.
You have experience programming in Python or TypeScript.
You are comfortable working autonomously and making sound escalation decisions when something may be urgent.
You are excited to work from Europe while helping Orb improve coverage for customers outside standard US business hours.
- 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
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About You
You have 3+ years of experience in a highly technical customer support or service role.
You are an excellent written and verbal communicator.
You are comfortable writing scripts or lightweight internal tools that leverage APIs.
You have functional SQL knowledge and familiarity with AWS.
You have experience programming in Python or TypeScript.
You are comfortable working autonomously and making sound escalation decisions when something may be urgent.
You are excited to work from Europe while helping Orb improve coverage for customers outside standard US business hours.
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What You'll Do
Resolve inbound technical issues either directly through SOPs and hands-on troubleshooting or by opening, coordinating, and following through on internal tickets with cross-functional teams.
Triage urgent customer-reported issues, make strong judgment calls on what truly rises to a P0, and route those issues quickly to the right engineering path when escalation is warranted.
Help establish and report on support responsiveness and time-to-resolution standards.
Collaborate with Customer Success, Product Management and Operations to improve the systems, tooling, and integrations that power effective support workflows.
Use support data and recurring issue patterns to drive continuous improvement across Support, Engineering, and Product.
Build and improve internal playbooks, SOPs, talk tracks, and knowledge base content as the team scales.
Become a deep expert on the Orb platform, common customer architectures, and the usage-based billing landscape.
Work across a broad set of customer stakeholders, including billing engineers, BizOps, PMs, finance teams, and executives.
---
Requirements
You have 3+ years of experience in a highly technical customer support or service role.
You are an excellent written and verbal communicator.
You are comfortable writing scripts or lightweight internal tools that leverage APIs.
You have functional SQL knowledge and familiarity with AWS.
You have experience programming in Python or TypeScript.
You are comfortable working autonomously and making sound escalation decisions when something may be urgent.
You are excited to work from Europe while helping Orb improve coverage for customers outside standard US business hours.
- 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
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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
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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.