About the role
About Orb: We’re 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’re 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.
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. In this role you will: 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