Product Support Analyst

Product Support Analyst

At Orion180, we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

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:

• 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-notinstalled 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

WHAT WE'RE LOOKING FOR:

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

• 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 View email address on click.appcast.io to request assistance.