Customer Experience Technical Team Lead

At Orion180, 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.

Orion180 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 have an exciting opportunity for a Customer Experience Technical Team Lead to join our growing Customer Experience Team!

The Technical Team Lead for AWTOS and PryzmIQ plays a critical role in delivering a seamless, technology-driven experience for customers, contractors, and internal teams. This position combines hands-on technical expertise with leadership responsibilities to support, develop, and guide a high-performing technical support team.

As a Technical Team Lead, you will oversee daily technical operations, serve as an escalation point for complex system issues, and partner closely with cross-functional teams to improve product functionality and user experience. This role is ideal for a driven self-starter who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about coaching others to succeed. 

WHAT YOU’LL DO:

• Supervise, mentor, and support a team of Technical Support Associates supporting AWTOS and PryzmIQ platforms.

• Monitor daily performance across technical support channels and provide real-time coaching focused on troubleshooting, system navigation, and resolution accuracy.

• Conduct regular 1:1 meetings, performance reviews, and skill development sessions centered on both technical proficiency and customer interaction.

• Assist with onboarding and training new hires, including system access, product knowledge, and troubleshooting methodologies.

• Serve as the primary escalation point for complex technical issues involving device connectivity, system errors, and platform functionality.
• Foster a high-performance, solution-oriented team culture that reflects Orion180’s innovation-driven environment.

• Promote accountability, collaboration, and continuous learning within a fast-paced technical support setting.

WHAT WE’RE LOOKING FOR:

Education: High school diploma or GED required; must be at least 18 years old.

Experience: Minimum of 2–3 years of experience in technical support, customer support, or a related operational role. Prior leadership experience (Team Lead, Supervisor, or SME) strongly preferred.

Technical Skills & Knowledge:

• Strong troubleshooting skills with the ability to diagnose and resolve hardware, software, and connectivity issues (WiFi, mobile apps, device integrations).

• Comfortable working with system tools, ticketing platforms, and CRM/support systems.

• Ability to quickly learn new technologies and explain technical concepts to both technical and non-technical users.

• Experience documenting processes, creating job aids, and maintaining technical knowledge bases.

• Proficiency in Microsoft Office tools (especia