Product Support Analyst

At Orion
180, we don’t just stand out for what we do; 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.

Orion
180 is proud to call three vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth.

Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.

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 Orion
180’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.

• Receive L2/L3 escalations from Insurance CX (via Omni Desk, 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.

• 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 (Omni…