Product Support Analyst

Orion180; Irving (TX); On-site; USD 65,000 - 86,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid holidays

PTO

Job summary

Orion180 is seeking a Product Support Analyst in the Innovation & Technology team to serve as the L2/L3 escalation point for our connected device portfolio. The role reports to the Product Manager and collaborates with Insurance CX, engineering, and manufacturers to resolve advanced technical issues.

You will own escalated resolutions, drive root-cause analysis, provide product insights to backlog and firmware roadmap, and help build our IoT product operations.

Qualifications

• Bachelor’s degree in a technical or related field (or equivalent experience).
• U.S. Citizenship or lawful permanent resident.

Responsibilities

• Provide L2/L3 escalation support for connected device portfolio and resolve complex technical issues.
• Diagnose and reproduce issues, document steps, and communicate resolutions to policyholders.
• Coordinate with engineering for firmware fixes and backlogs; maintain knowledge bases and runbooks.
• Assist with install/field issues and support rollout of IoT devices.

Skills

Troubleshooting

Root-cause analysis

Technical support

Cross-functional collaboration

Communication

Education

Bachelor’s degree in a technical field

Tools

OmniDesk

Zendesk

ServiceNow

Job description

Join our Team as a Product Support Analyst in our Innovation & Technology department!

We are seeking a Product Support Analyst to serve as the L2/L3 escalation point for our connected device portfolio. This role sits within the Product team, reports directly to the Product Manager, and partners closely with Insurance CX, engineering, and the manufacturer to resolve technical issues that exceed frontline support scope.

The Product Support Analyst owns escalated technical resolution, drives root‑cause analysis for recurring issues, and feeds product insights back into the backlog and firmware roadmap. This role is foundational to building Orion180’s internal IoT product operations function and will be cross trained with the IoT Product Logistics Coordinator to ensure full coverage across the product portfolio.

WHAT YOU’LL DO:

Technical Escalation Resolution:

• Receive L2/L3 escalations from Insurance CX (via OmniDesk, phone, and email) when frontline support cannot resolve policyholder issues
• Diagnose and resolve technical issues that exceed CX scope, including device connectivity, Wi‑Fi pairing, sensor sync, valve behavior, mobile app diagnostics, and firmware‑related anomalies
• Reproduce reported issues, isolate root cause, and document repro steps with logs for engineering escalation when needed
• Manage open tickets through closure with clear policyholder communication and resolution SLAs

Field Resolution Coordination:

• Coordinate plumber dispatch with referral partners (Cinch, Thumbtack) when remote troubleshooting cannot resolve in‑home issues
• Liaise with engineering for code‑level or firmware fixes; act as the bridge between policyholder reports and the engineering backlog

Knowledge Management & Enablement:

• Build and maintain the L2/L3 knowledge base, troubleshooting runbooks, and resolution playbooks
• Feed updates into CX‑facing playbooks so escalations are caught and resolved earlier in the support flow
• Track recurring issue patterns and surface them to the Product Manager to inform backlog prioritization and firmware decisions

Install Conversion Support:

• Partner with the Logistics Coordinator to execute structured outreach to the shipped‑notinstalled cohort, addressing technical concerns that block installation
• Deliver consistent customer education on install requirements (inside placement, upstream of water heater and softener)

Reporting & Product Feedback:

• Produce operational reporting on escalation volume, resolution time, recurring issue categories, and RMA technical trends
• Contribute to standalone sales readiness (Amazon storefront, direct web store) by supporting customer‑facing technical content and FAQ buildout
• Support operational readiness for additional IoT device launches as they come into scope

WHAT WE’RE LOOKING FOR:

Education and Work Authorization

• Bachelor’s degree in a technical or related field (or equivalent experience)
• Must be a U.S. Citizen or lawful permanent resident

Experience

• 2-4 years of technical support, customer support, or product support experience, ideally with hardware, IoT, or connected device products
• Strong troubleshooting and root‑cause analysis
• Ability to navigate ticketing platforms (OmniDesk, Zendesk, ServiceNow, or similar)
• Organizational skills and the ability to manage multiple open escalations
• Self‑starter mindset and comfortable on a fast‑moving team

Preferred Skills:

• Experience supporting IoT or smart‑home products (Wi‑Fi pairing, mobile app diagnostics, firmware OTA
• Familiarity with insurance operations (policy lifecycle, claims, endorsements) or Insurtech products
• Exposure to manufacturer or third‑party vendor coordination
• Experience contributing to knowledge bases, FAQs, or support documentation
• Familiarity with reporting tools (Power BI, Excel) for tracking operational metrics
• Background that includes some logistics, fulfillment, or vendor coordination to support cross coverage with the Logistics Coordinator

WHAT’S IN IT FOR YOU:

Join Our Team & Make an Impact!

At Orion180, we don’t just meet expectations, we exceed them. If you’re ready to take your career to the next level and be part of a growing, forward‑thinking company,

• Dynamic Environment: On‑site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
• Compensation: Competitive base pay and performance bonuses.
• Career Growth: Mentorship, growth tracks, and professional development.
• Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!

The office environment is fast‑paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office‑type objects.

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email [e-mail] to request assistance.