{"id":1759396,"url":"https://alion.io/job/orioninc-support-engineer","title":"Support Engineer","company":{"id":684966,"name":"Orioninc","domain":"orioninc.com","url":"https://alion.io/company/orioninc","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-04T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belgrade, Serbia"],"countries":["RS"],"hiring_countries":["RS"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":66000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":377},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T08:13:25Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-05T00:33:33Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nAbout the Role\nWe 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.\nThis 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.\nKey Responsibilities\nTechnical support leadership\nOwn the technical support process end to end, from ticket intake to resolution and follow-up.\n\nAct as the main escalation point for complex or critical client issues.\n\nAnalyze, reproduce and troubleshoot technical problems; document root causes and workarounds.\n\nDefine and track support KPIs (response time, resolution time, backlog, client satisfaction).\n\nCollaboration with Development\nTranslate client issues into clear, reproducible bug reports and feature requests.\n\nPrioritize and follow up on escalated tickets with the Development team until closure.\n\nTest fixes and new releases from a client perspective before communicating them.\n\nShare recurring client pain points to influence the product roadmap.\n\nCollaboration with Customer Success\nAlign with Customer Success on account health, open issues and client expectations.\n\nSupport onboarding of new clients with technical expertise.\n\nKeep Customer Success informed about incidents, fixes and changes that affect their accounts.\n\nClient meetings and training\nRun online meetings with clients to give an initial introduction to the platform.\n\nDeliver basic product training to client users, in English or Spanish.\n\nHold troubleshooting calls to better understand complex issues and resolve them faster.\n\nDriving improvement\nProactively identify gaps in processes, tools and documentation, and fix them.\n\nBuild and maintain a knowledge base, FAQs and internal troubleshooting guides.\n\nTake ownership of topics and push them to completion without close supervision.\n\nRequirements\n3+ 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.\n\nExcellent communication skills in English and Spanish, both spoken and written (C1 level or higher).\n\nProven track record of working closely with Development and Customer Success teams.\n\nStrong analytical and troubleshooting skills; able to break down complex technical problems.\n\nConfidence in leading online client meetings, product introductions and training sessions.\n\nAbility to explain technical topics clearly to both technical and non-technical audiences.\n\nHighly independent and self-sufficient: you organize your own work, set priorities and deliver without close supervision.\n\nProactive, hands-on mindset; you drive topics forward\n\nWhat we offer:\nDynamic and supporting international teams\nRegular 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.\nRemote, hybrid or office work\nFlexible day schedule\n4 days sick leave (100% paid)\n20-25 vacation days per year\nEquipment for work, laptop and all necessary additions\nAccess to trainings and courses\nPrivate health insurance\nFIT Pass card for many sports’ facilities\nOrion 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.\nCandidate Privacy Policy\nOrion Systems Integrators, LLC and its subsidiaries and its affiliates (collectively, “Orion,” “we” or “us”) are committed to protecting your privacy. This Candidate Privacy Policy (orioninc.com) (“Notice”) explains:\nWhat information we collect during our application and recruitment process and why we collect it;\nHow we handle that information; and\nHow to access and update that information.\nYour use of Orion services is governed by any applicable terms in this notice and our general Privacy Policy.","description_format":"text","description_chars":5021,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[{"name":"Serbia","iso":"RS","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Science & Engineering"],"lifecycle":[{"event":"open","at":"2026-10-03T12:10:02Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":32,"reasons":["conf:0","win:early"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/orioninc-support-engineer","json_url":"https://alion.io/job/orioninc-support-engineer.json","meta":{"generated_at":"2026-10-05T01:54:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2493,"day_limit":5000,"remaining_today":2507,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}