Bilingual Tech Support Lead (EN/ES) – Client & Dev Liaison

Orion Innovation; United States; Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Remote, hybrid or office work

Flexible day schedule

4 days sick leave

20-25 vacation days per year

Equipment for work

Job summary

Orion Innovation is seeking a Technical Support Lead to own the technical support function for our alarm management platform. You will bridge clients, Customer Success, and Development teams, ensuring issues are understood, prioritized, and resolved quickly.

This hands-on leadership role requires independence, decision-making, and direct client interaction for platform introductions, basic training, and problem-solving sessions in English or Spanish.

Qualifications

• 3+ years of experience in technical support or similar client-facing role, including at least 1 year in a lead position.
• Excellent communication skills in English and Spanish (C1 level or higher).
• Proven track record of working with Development and Customer Success teams.

Responsibilities

• Own the technical support process end to end from ticket intake to resolution.
• Act as the main escalation point for complex or critical client issues.
• 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.

Skills

Technical leadership

Bilingual English/Spanish

Problem solving

Cross-functional collaboration

Job description

Orion Innovation is seeking a Technical Support Lead to own the technical support function for our alarm management platform. You will bridge clients, Customer Success, and Development teams, ensuring issues are understood, prioritized, and resolved quickly.

This hands-on leadership role requires independence, decision-making, and direct client interaction for platform introductions, basic training, and problem-solving sessions in English or Spanish.