Support Engineer

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

About the Role

We are looking for a Technical Support Lead who owns the technical support function for our alarm management platform and keeps our clients successful. You will be the bridge between clients, the Customer Success team and the Development team, making sure issues are understood, prioritized and resolved quickly.

This is a hands-on leadership role for a self-starter. You will work independently, make decisions, and actively drive topics forward rather than waiting for direction. You enjoy talking to clients directly, whether to introduce the platform, run basic training, or dig into a problem together in an online session.

Key Responsibilities

Technical support leadership

• Own the technical support process end to end, from ticket intake to resolution and follow-up.

• Act as the main escalation point for complex or critical client issues.

• Analyze, reproduce and troubleshoot technical problems; document root causes and workarounds.

• Define and track support KPIs (response time, resolution time, backlog, client satisfaction).

Collaboration with Development

• Translate client issues into clear, reproducible bug reports and feature requests.

• Prioritize and follow up on escalated tickets with the Development team until closure.

• Test fixes and new releases from a client perspective before communicating them.

• Share recurring client pain points to influence the product roadmap.

Collaboration with Customer Success

• Align with Customer Success on account health, open issues and client expectations.

• Support onboarding of new clients with technical expertise.

• Keep Customer Success informed about incidents, fixes and changes that affect their accounts.

Client meetings and training

• Run online meetings with clients to give an initial introduction to the platform.

• Deliver basic product training to client users, in English or Spanish.

• Hold troubleshooting calls to better understand complex issues and resolve them faster.

Driving improvement

• Proactively identify gaps in processes, tools and documentation, and fix them.

• Build and maintain a knowledge base, FAQs and internal troubleshooting guides.

• Take ownership of topics and push them to completion without close supervision.

Requirements

• 3+ years of experience in technical support, application support or a similar client-facing technical role, including at least 1 year in a lead or senior position.

• Excellent communication skills in English and Spanish, both spoken and written (C1 level or higher).

• Proven track record of working closely with Development and Customer Success teams.

• Strong analytical and troubleshooting skills; able to break down complex technical problems.

• Confidence in leading online client meetings, product introductions and training sessions.

• Ability to explain technical topics clearly to both technical and non-technical audiences.

• Highly independent and self-sufficient: you organize your own work, set priorities and deliver without close supervision.

• Proactive, hands-on mindset; you drive topics forward

What we offer:

• Dynamic and supporting international teams
• Regular assessments and performance reviews. You will have the opportunity for promotion, bonuses and a raise in accordance with the pace at which you develop and your performances.
• Remote, hybrid or office work
• Flexible day schedule
• 4 days sick leave (100% paid)
• 20-25 vacation days per year
• Equipment for work, laptop and all necessary additions
• Access to trainings and courses
• Private health insurance
• FIT Pass card for many sports’ facilities

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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