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.
Candidate Privacy Policy
Orion 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:
- What information we collect during our application and recruitment process and why we collect it;
- How we handle that information; and
- How to access and update that information.
Your use of Orion services is governed by any applicable terms in this notice and our general Privacy Policy.
Skills Required
- 3+ years of experience in technical support, application support, or a similar client-facing technical role
- At least 1 year of experience in a lead or senior position
- C1-level or higher spoken and written English proficiency
- C1-level or higher spoken and written Spanish proficiency
- Experience collaborating closely with Development and Customer Success teams
- Strong analytical and technical troubleshooting skills
- Ability to lead online client meetings, product introductions, and training sessions
- Ability to explain technical topics clearly to technical and non-technical audiences
- Ability to work independently, organize priorities, and deliver without close supervision
- Proactive, hands-on approach to driving issues and initiatives forward
Orion Innovation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Orion Innovation and has not been reviewed or approved by Orion Innovation.
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Wellbeing & Lifestyle Benefits — Orion highlights health and well-being initiatives such as fitness, mindfulness, and flexibility/remote options, reinforced by recognition like Cigna’s Healthy Workforce Designation. Flexibility via hybrid/remote work is positioned as a consistent part of the overall rewards experience.
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Fair & Transparent Compensation — Pay is characterized as moderately satisfactory overall, with pockets where compensation is viewed as fair, particularly for some software engineering and certain U.S. roles. Public snapshots also indicate that competitiveness can be stronger in specific markets and functions.
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Career-Linked Recognition & Rewards — Performance-linked outcomes are implied through mentions that hikes can be good when performance is demonstrated. Learning and development programs are also emphasized as part of the broader value proposition tied to career growth.
Orion Innovation Insights
What We Do
Orion is a leading digital transformation and product development services firm. Headquartered in Edison, NJ, we have a global team of 6,200+ associates, with engineers in 14 major delivery centers across North America, Europe, Asia Pacific and Latin America. For over 25 years, Orion has been solving complex business problems for our clients. Our transformative business solutions are rooted in digital strategy, experience design, and engineering, empowering our clients to operate with agility at scale. Our mission is to serve as an agile and trusted partner for business transformation initiatives, providing deep emerging technology, experience design, and domain expertise. Our business has more than tripled over the last three years. We have grown aggressively both organically and inorganically, adding new clients, complementary skills, domain expertise, and strengthening our global footprint.
