Support Engineer
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Job Description
Technical Support Lead owning support for Orion Innovation’s alarm management platform. Troubleshooting client issues and coordinating Development and Customer Success teams.
Responsibilities:
- 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, including response time, resolution time, backlog and client satisfaction
- 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
- 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 affecting their accounts
- Run online client meetings and platform introductions
- Deliver basic product training in English or Spanish
- Hold troubleshooting calls to understand complex issues and resolve them faster
- Identify and fix gaps in processes, tools and documentation
- 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
Benefits:
- Dynamic and supporting international teams
- Regular assessments and performance reviews
- 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
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