Role
Overview We're looking for a Technical Support Engineer to join our Los Angeles team and help us deliver exceptional technical support across all Orbital products.
You'll work at the intersection of customers, product, and engineering. When something isn't working, you'll investigate, understand what's going wrong, and either resolve it yourself or get the right people involved.
This is first and foremost a technical troubleshooting role. You'll use logs, monitoring systems and AI-powered tools to understand customer problems, identify their causes and work out what needs to happen next. You won't be expected to ship product features or work independently in the codebase when you join. Where a straightforward bug can be fixed safely, experienced engineers will guide you through making and testing the change. You'll also develop the judgement to recognise when something is seriously broken and needs immediate attention.
You'll work alongside our first-line support team, Customer Success, and our engineers in London to make sure customer issues are handled quickly, communicated clearly, and followed through to resolution.
You don't need a software engineering background to succeed in this role. We care more about your curiosity, technical aptitude, initiative, and ambition to grow. We'll give you guidance as you learn our products and tools, with opportunities to develop coding skills through small bug fixes over time.
You'll get a chance to: - Investigate and solve technical problems. Diagnose issues across Orbital's products, reproduce bugs, inspect logs and traces, and work out what is actually going wrong.
- Use AI to work smarter. Use tools such as Claude, Codex, AI coding agents, and connected internal systems to investigate unfamiliar code, debug failures, and accelerate troubleshooting.
- Learn to make small bug fixes. With guidance from experienced engineers and support from AI coding tools, help implement straightforward, low-risk fixes when appropriate, following our testing and review processes. Shipping new features is not an expectation of this role.
- Own second-line technical support. Work with first-line support to pick up issues that require deeper technical investigation, assess their urgency, and follow them through to resolution.
- Recognise and escalate incidents. Understand when a problem represents a serious customer or platform issue, raise an incident, and give on-call engineers the context they need to act quickly.
- Communicate clearly with customers and colleagues. Explain technical issues in plain English, provide useful updates, and make sure people understand what's happening and what comes next.
- Support our US teams. Work with Customer Success, Sales, and Legal Engineering to help resolve technical problems affecting customers, trials, and demonstrations.
- Improve how we support customers. Spot recurring issues, improve runbooks and troubleshooting tools, and find opportunities to reduce repetitive support work.
- Build your engineering knowledge. Learn from experienced engineers, become familiar with our systems and architecture, and progressively take on more challenging technical work.
You should apply if you - You're naturally curious about technology. You enjoy understanding how software works and finding out why something has gone wrong.
- You have a foundation in technical troubleshooting. You're comfortable investigating problems, forming hypotheses, gathering evidence, and systematically working towards an answer.
- You're willing to learn to work with code. You don't need professional software development experience or to be comfortable changing code independently today. You're interested in learning how applications work, reading code with guidance, and gradually making small bug fixes.
- You're comfortable learning new tools. You're interested in AI coding assistants and willing to use them to investigate problems, understand unfamiliar systems, and improve how you work.
- You take ownership. You're comfortable working independently, following an issue through to completion, and recognising when you need help.
- You have good judgement. You understand the difference between an everyday bug and a serious incident, and can make sensible decisions under pressure.
- You communicate exceptionally well. You can turn a complicated technical problem into a clear explanation that a non-technical person can understand.
- You're ambitious and eager to grow. You actively look for opportunities to learn, seek feedback, and want to develop towards deeper technical or product responsibilities.
- You care about the customer experience. You understand that even a small technical issue can be disruptive, and you take pride in helping people get back to their work.
You might come from technical support, application support, QA, an early software engineering role, or have developed your skills through personal projects. We're open to different backgrounds if you can demonstrate the ability and motivation to succeed.
It would also be nice if you have- Experience with monitoring and debugging tools such as Datadog, Cloudwatch, or similar platforms.
- Familiarity with SQL, HTTP APIs, JSON, and investigating web applications.
- Experience using Git, working with existing codebases, and submitting pull requests.
- Experience with AI coding tools such as Claude Code or similar agents.
- Experience with customer support and incident management tools such as Intercom and incident.io.
- Exposure to cloud infrastructure, B2B SaaS, or AI-powered applications.
What success looks like- Within your first few months, you'll be able to independently triage and investigate common technical issues across our products, using our internal tools and AI assistants effectively. You'll resolve support problems within your remit and recognise when engineering help is needed.
- You'll know how to gather useful debugging evidence, distinguish straightforward bugs from more complex engineering problems, and begin contributing small, well-tested bug fixes with guidance. Independent feature delivery or extensive software development is not a measure of success in this role.
- You'll be a dependable technical point of contact for our US teams, ensuring issues are acknowledged, clearly communicated, and never left without an owner.
- Most importantly, you'll recognise serious incidents early, escalate them with the right information, and help protect our customers' trust in Orbital.
- As you grow, you'll become increasingly capable of solving problems independently and contributing to better tooling, documentation, and product reliability.
Why join - You'll work closely with experienced engineers, gain hands-on exposure to modern AI technology, and have meaningful responsibility early in your career.
- You'll develop a practical understanding of how complex software systems are built, operated, and supported, with opportunities to grow towards software engineering, product engineering, or other technical roles.
- We're a growing team that values curiosity, ambition, initiative, and people who care about doing excellent work.
Benefits & Salary - 401(k) Plan: Match 100% of contribution up to 4% of salary.
- PTO: 20 days of vacation per year, plus additional personal days as detailed in our internal handbook.
- Health Insurance: Competitive medical, dental, and vision plan.
- Professional Development: $1,200 stipend per year to spend on development resources.
- Commuter Benefits: Allocate pre-tax earnings to cover eligible commuting expenses.
- In-Office Perks: Late night office dinner and weekly team meals.
- Salary: $95,000-$105,000 base salary
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Security is everyone's responsibility at Orbital. We ask all team members to follow our security policies, complete regular awareness training, and handle sensitive data with care in line with ISO 27001 standards. Spot something unusual? Reporting risks or incidents quickly helps us maintain the strong culture of security and compliance we all depend on.
