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Job Summary:
Orion180 is a company dedicated to delivering an exceptional insurance experience through innovative technology. They are seeking a Product Support Analyst to serve as the L2/L3 escalation point for their connected device portfolio, focusing on technical issue resolution and knowledge management.
Responsibilities:
• 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
• 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
• 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
• Partner with the Logistics Coordinator to execute structured outreach to the shipped-not-installed cohort, addressing technical concerns that block installation
• Deliver consistent customer education on install requirements (inside placement, upstream of water heater and softener)
• 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
Qualifications:
Required:
• Bachelor's degree in a technical or related field (or equivalent experience)
• U.S. Citizen or Green Card Holder is required
• 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:
• 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
Company:
At Orion180, we are dedicated to empowering insurance agents with innovative home insurance solutions that enhance their offerings and strengthen client relationships. Founded in 2017, the company is headquartered in Melbourne, USA, with a team of 201-500 employees. The company is currently Growth Stage.