Support Engineer

Orioninnovation; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonuses and raises

Remote/Hybrid/On-site options

Private health insurance

Laptop + training access

Paid sick days and generous vacation

Job summary

Orioninnovation is seeking a hands-on Technical Support Lead for an alarm management platform. You will bridge clients with Customer Success and Development, own the support lifecycle, and drive improvements through clear issue reporting and proactive training.

In this role, you will guide client education in English or Spanish, coordinate with engineering, and shape support processes for better KPIs, service quality, and roadmap contributions.

Qualifications

• At least three years in technical or application support in a client-facing role, including one year in a lead/senior position.
• Excellent written and spoken communication in English and Spanish at C1 level or higher.
• Proven track record collaborating closely with Development and Customer Success teams.
• Strong analytical and troubleshooting skills on complex technical problems.

Responsibilities

• Own end-to-end technical support process from intake through resolution and follow-up, including escalation as the main point for complex issues.
• Reproduce and troubleshoot problems, document root causes and workarounds, and track support KPIs like response/resolution time and client satisfaction.
• Translate client issues into clear bug reports and feature requests; follow up with Development and test fixes from a client perspective; surface recurring pain points to influence the roadmap.
• Align with Customer Success on account health, onboard new clients technically, and keep them informed about incidents and changes.
• Run online client meetings for platform introductions and basic training in English or Spanish; lead troubleshooting calls on complex issues.
• Identify gaps in processes, tools, and documentation; build a knowledge base, FAQs, and internal troubleshooting guides.

Skills

Client-facing communication

Analytical thinking

Troubleshooting

Leadership

Job description

Role overview

A hands-on Technical Support Lead role for an alarm management platform, acting as the main bridge between clients, the Customer Success team, and the Development team. The position combines ticket ownership, escalation handling, client training, and continuous improvement of support processes. It is suited to a self-starter who enjoys direct client contact and can drive topics forward without close supervision.

Responsibilities

• Own the end-to-end technical support process, from intake through resolution and follow-up, including acting as the main escalation point for complex or critical issues.
• Reproduce and troubleshoot technical problems, document root causes and workarounds, and track support KPIs such as response time, resolution time, backlog, and client satisfaction.
• Translate client issues into clear bug reports and feature requests, follow up with Development, test fixes and releases from a client perspective, and surface recurring pain points to influence the roadmap.
• Align with Customer Success on account health, support new-client onboarding with technical expertise, and keep them informed about incidents and changes.
• Run online client meetings for platform introductions and basic training in English or Spanish, and lead troubleshooting calls on complex issues.
• Identify gaps in processes, tools, and documentation, and build a knowledge base, FAQs, and internal troubleshooting guides.

Requirements

• At least three years in technical or application support in a client-facing technical role, including at least one year in a lead or senior position.
• Excellent written and spoken communication in English and Spanish at C1 level or higher.
• Proven track record collaborating closely with Development and Customer Success teams.
• Strong analytical and troubleshooting skills on complex technical problems.
• Confidence leading online client meetings, product introductions, and training sessions, and explaining technical topics to both technical and non-technical audiences.
• Highly independent and self-sufficient, with a proactive, hands-on mindset that drives topics to completion.

Benefits and work setup

• Dynamic, supportive international teams with regular performance assessments and opportunities for promotion, bonuses, and raises.
• Remote, hybrid, or office-based setup with flexible daily scheduling.
• Four fully paid sick days and 20 to 25 vacation days per year.
• Work laptop and necessary equipment, plus access to training and courses.
• Private health insurance and a multi-facility sports pass.