Support Engineer

🔥 25 minutes ago

🇷🇸 Serbia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Orion Innovation

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1992

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Funding Round on 2015-01

Consulting • Healthcare • Logistics

Orion Innovation is a leading digital transformation firm that partners with clients to drive digital innovation. With over 30 years of experience, Orion offers services in cloud and infrastructure management, cybersecurity, data and analytics, and enterprise platform solutions. The company works across various sectors, including telecommunications, media, professional services, financial services, industrial products, medtech, healthcare, and education, helping clients improve operations and enhance customer experiences. Their mission is to inspire and accelerate digital transformation and innovation.

📋 Description

• Own the technical support process end to end, from ticket intake to resolution and follow-up • Act as the main escalation point for complex or critical client issues • Analyze, reproduce and troubleshoot technical problems; document root causes and workarounds • Define and track support KPIs, including response time, resolution time, backlog and client satisfaction • Translate client issues into clear, reproducible bug reports and feature requests • Prioritize and follow up on escalated tickets with the Development team until closure • Test fixes and new releases from a client perspective before communicating them • Share recurring client pain points to influence the product roadmap • Align with Customer Success on account health, open issues and client expectations • Support onboarding of new clients with technical expertise • Keep Customer Success informed about incidents, fixes and changes affecting their accounts • Run online client meetings and platform introductions • Deliver basic product training in English or Spanish • Hold troubleshooting calls to understand complex issues and resolve them faster • Identify and fix gaps in processes, tools and documentation • Build and maintain a knowledge base, FAQs and internal troubleshooting guides • Take ownership of topics and push them to completion without close supervision

🎯 Requirements

• 3+ years of experience in technical support, application support or a similar client-facing technical role, including at least 1 year in a lead or senior position • Excellent communication skills in English and Spanish, both spoken and written (C1 level or higher) • Proven track record of working closely with Development and Customer Success teams • Strong analytical and troubleshooting skills; able to break down complex technical problems • Confidence in leading online client meetings, product introductions and training sessions • Ability to explain technical topics clearly to both technical and non-technical audiences • Highly independent and self-sufficient: you organize your own work, set priorities and deliver without close supervision • Proactive, hands-on mindset; you drive topics forward

🏖️ Benefits

• Dynamic and supporting international teams • Regular assessments and performance reviews • Opportunity for promotion, bonuses and a raise in accordance with the pace at which you develop and your performances • Remote, hybrid or office work • Flexible day schedule • 4 days sick leave (100% paid) • 20-25 vacation days per year • Equipment for work, laptop and all necessary additions • Access to trainings and courses • Private health insurance • FIT Pass card for many sports’ facilities