Technical Support Engineer

Orbital is the AI platform for real estate legal work. The Technical Support Engineer will join the Los Angeles team to deliver exceptional technical support across all Orbital products, working at the intersection of customers, product, and engineering. This is first and foremost a technical troubleshooting role. Engineers are not expected to ship product features or work independently in the codebase when joining, and no software engineering background is required.

Responsibilities

Investigate and solve technical problems across Orbital's products, reproducing bugs and inspecting logs and traces; Use AI tools to investigate unfamiliar code, debug failures, and accelerate troubleshooting; Learn to make small, low-risk bug fixes with guidance from experienced engineers; Own second-line technical support, working with first-line support on issues requiring deeper investigation; Recognise and escalate incidents, raising incidents and giving on-call engineers the context they need; Communicate clearly with customers and colleagues, providing useful updates; Support US teams (Customer Success, Sales, Legal Engineering) on technical problems affecting customers, trials, and demonstrations; Improve customer support by spotting recurring issues and improving runbooks and troubleshooting tools; Build engineering knowledge and progressively take on more challenging technical work

Requirements

Foundation in technical troubleshooting; Natural curiosity about technology and how software works; Willingness to learn to work with code, reading code with guidance; Comfortable learning new tools, including AI coding assistants; Ability to take ownership and follow issues through to completion; Good judgement in distinguishing everyday bugs from serious incidents; Ability to explain technical problems in plain English to non-technical people; Ambition to grow and seek feedback; Care about the customer experience; Ability to work hybrid, in office at least 2 days a week (Century City)

Nice to 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

Benefits

401(k) Plan with 100% match up to 4% of salary; 20 days of vacation per year plus additional personal days; Competitive medical, dental, and vision health insurance; $1,200 professional development stipend per year; Commuter benefits allowing pre-tax earnings for eligible commuting expenses; In-office perks including late night office dinner and weekly team meals