Premier Technical Support Specialist
About The Position
As a Premier Technical Support Specialist you will, provide advanced, consultative technical support to advisory firms and internal partners, serving as a subject-matter resource across Orion's technology ecosystem. This role applies deep platform knowledge and independent judgment to resolve complex technical issues, guide technology adoption, validate system functionality, and mentor team members. Senior specialists act as trusted advisors while supporting certification integrity and service excellence. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.
Requirements
- Has a minimum of two (2) years of experience in technical support, FinTech services, or client success as required
- Has demonstrated experience resolving complex platform issues as required
- Has strong knowledge of Orion platform or similar technology across operational and reporting functions
- Has expertise in reconciliation, billing, performance reporting, trading processes
- Has experience with CRM systems (Salesforce) and case-management tools
- Has advanced technical problem solving and root-cause analysis
- Has deep functional understanding of SaaS-based financial technology platforms
- Has certification-driven subject-matter expertise
- Can translate technical concepts for non-technical audiences
- Has strong analytical reasoning and attention to detail
- Can cross-functionally collaborate with product, engineering, and client teams
- Has clear, professional verbal and written communication
- Can make independent decisions under ambiguous conditions
- Can influence and mentor without formal authority
- Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization
Nice To Haves
- Has a Bachelor's degree in Business, Finance, or Technology as preferred
- Has a Series 65 license as preferred
- Has prior experience as escalation or second-level support resource as preferred
Responsibilities
- Serve as a technical subject-matter expert for advisors and internal teams, responding to complex inquiries across phone, email, chat, and scheduled consultations
- Independently analyze advanced technical issues, configuration challenges, and workflow discrepancies
- Provide consultative guidance on Orion platform capabilities (Reporting, Billing, Performance, Advisor Portal, Reconciliation, Trading, and other modules)
- Deliver detailed system training and technical guidance to advisors and internal partners
- Participate in build-week activities by testing, validating, and certifying system functionality
- Collaborate with Product Management and Development teams on defects, enhancements, and functional changes
- Act as escalation support for complex technical cases
- Document technical configurations, solutions, and best practices
- Mentor and coach team members through job-shadowing and real-time guidance
- Lead certification efforts and support technical enablement programs
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment
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What This Job Offers
Job Type
Full-time
Career Level
Senior
