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# Customer Experience Technical Team Lead

- **Company:** Orion180 Insurance Services, LLC
- **Location:** Draper, UT, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Mobile Application Software, Wi-Fi Technology, Software Troubleshooting
- **Published:** June 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d2df514391d1bbcd

## About the Role

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.

## Description

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., While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.


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