Product Support Analyst

Orion180•Irving, TX

28d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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-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