Customer Experience Technical Team Lead

Customer Experience

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.

Responsibilities

• 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.
• Aid in 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.

Qualifications

• 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 (especially Excel) for tracking metrics, reporting, and analysis.

Benefits

• Competitive base pay and performance bonuses.
• Career growth opportunities including mentorship, growth tracks, and professional development.
• Benefits package includes medical, dental, vision, 401k, paid holidays, PTO, and more!

Location

Draper, UT