---
title: 'Support Engineer at Orion Innovation'
canonical: 'https://feeny.ai/job/support-engineer-orion-innovation-belgrade-bkjyptdr3j58'
type: 'job'
last_seen: '2026-10-15'
---

# Support Engineer at Orion Innovation

- **Company:** Orion Innovation
- **Location:** Belgrade, Serbia
- **Work type:** remote
- **Posted:** 2026-09-30
- **Last confirmed live:** 2026-10-15
- **Apply:** https://www.orioninc.com/careers/job/?gh_jid=4716233006

## Job description

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

## About the Role

We are looking for a Technical Support Lead who owns the technical support function for our alarm management platform and keeps our clients successful. You will be the bridge between clients, the Customer Success team and the Development team, making sure issues are understood, prioritized and resolved quickly.

This is a hands-on leadership role for a self-starter. You will work independently, make decisions, and actively drive topics forward rather than waiting for direction. You enjoy talking to clients directly, whether to introduce the platform, run basic training, or dig into a problem together in an online session.

## Key Responsibilities

Technical support leadership

- 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 (response time, resolution time, backlog, client satisfaction).

Collaboration with Development

- 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.

Collaboration with Customer Success

- 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 that affect their accounts.

Client meetings and training

- Run online meetings with clients to give an initial introduction to the platform.

- Deliver basic product training to client users, in English or Spanish.

- Hold troubleshooting calls to better understand complex issues and resolve them faster.

Driving improvement

- Proactively identify gaps in processes, tools and documentation, and fix them.

- 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

What we offer:

- Dynamic and supporting international teams
- Regular assessments and performance reviews. You will have the 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

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Candidate Privacy Policy

Orion Systems Integrators, LLC and its subsidiaries and its affiliates (collectively, “Orion,” “we” or “us”) are committed to protecting your privacy. This https://www.orioninc.com/candidate-data-privacy-policy/ (“Notice”) explains:

- What information we collect during our application and recruitment process and why we collect it;
- How we handle that information; and
- How to access and update that information.

Your use of Orion services is governed by any applicable terms in this notice and our general [Privacy Policy](https://www.orioninc.com/privacy-policy/).

## About Orion Innovation

## Company Overview
- **One-liner**: Orion Innovation is a global software engineering and data company that helps enterprises modernize technology, reimagine customer experiences, and accelerate growth through Data, AI, Cloud, and Experience Design.
- **Entity Type**: Private (acquired by One Equity Partners in 2018)
- **Headquarters**: Iselin, New Jersey, United States
- **Founded**: 1993
- **Founders**: Not publicly available

## Core Business
- **Industries**: IT Services and IT Consulting, with deep vertical expertise in Banking, Financial Services & Insurance (BFSI), Healthcare & Life Sciences, Telecom, Media & Technology, Sports & Entertainment, and Professional Services.
- **Target Customers**: Large enterprises and mid-market organizations (B2B) across regulated industries seeking digital transformation.
- **Mission/Purpose**: To help clients solve complex challenges, drive transformation, and move confidently toward what’s next. Their purpose is to build what matters, using Data, AI, and Cloud to turn technology into tangible business impact.

## Products & Services
Orion delivers services rather than a single product, organized into core capabilities:

- **Engineering**: Cloud-native development, AI/ML, mobile development, and quality engineering to accelerate time to market.
- **Data & Analytics**: Data strategy, engineering, migration, analytics, and modern data platforms.
- **AI**: Enterprise AI adoption advisory, responsible AI, generative AI development, and agentic systems.
- **Cloud**: Cloud and VMware migration, legacy modernization, cloud security, managed services, and DevSecOps (hybrid and multi-cloud).
- **Experience Design**: Human-centered design, UX/UI prototyping, journey management, and martech.
- **Cybersecurity**: Adaptive cybersecurity, AI security, cyber defense operations, and GRC.

## Market Standing
- **Valuation**: Not disclosed (private company, owned by One Equity Partners).
- **Key Metric (Revenue)**: Annual revenue of **$1.3 billion** (2025 data from LinkedIn).
- **Key Metric (Headcount)**: **6,000+ global associates** (as per company website; LinkedIn reports 3,122 with +8.0% YoY growth).
- **Notable Investors/Partners**: **One Equity Partners** (majority owner); partner ecosystem includes hyperscalers (AWS, Azure, GCP) and leading data, cloud, and cybersecurity technology partners.
- **Growth Signals**:
    - 30+ years in business with **20+ years average tenure** of top 10 clients (indicating high retention).
    - **12 major global delivery centers** in the US, Canada, Mexico, Europe (incl. Serbia, Romania), and India/APAC.
    - Active M&A history: acquired Banktech Software Services (2023), NetRD (2021), MERA (2019), Behavior (2019), Cabeus (2019).

## Competitive Advantages
- **Deep Domain Expertise**: Unlike generalist IT shops, Orion has 30+ years of specialized experience in highly regulated industries (BFSI, Healthcare, Telecom).
- **Full-Stack Digital Transformation**: Uniquely combines Data, AI, Cloud, Engineering, Design, and Cybersecurity under one roof, acting as a true end-to-end partner.
- **Global Delivery Model**: Operates nearshore and offshore centers (12+ major delivery locations) enabling 24x7 support and cost efficiency.
- **High Client Stickiness**: Average tenure of top 10 clients is **20+ years**, a strong signal of trust and delivery quality.
- **Hyperscaler Partnerships**: Co-innovates with the three major cloud providers, acting as a trusted advisor.

## Strategic Focus
- **Becoming a Data and AI Powerhouse**: The company is explicitly evolving into a global "Data and AI" leader, investing heavily in AI/ML, generative AI, and agentic systems.
- **Enterprise AI Adoption**: Focus on moving clients from pilot to production scale with responsible and secure AI.
- **Geographic Expansion**: Continued investment in their global delivery network across North America, Europe, and India/APAC.
- **Industry Specialization**: Deepening vertical expertise in existing high-value sectors (BFSI, Healthcare, Telecom).

## Why Work Here
- **Culture & Growth**: Described as a place where "curiosity drives progress" with a "Growth Mindset" value. Employees report high exposure to cutting-edge Data, AI, and next-gen engineering [orioninnovation.com](https://www.orioninnovation.com/careers/life-at-orion/).
- **Learning & Development**: Strong emphasis on upskilling through the **Orion Academy** and hands-on global project work. Leaders are said to invest in employee progress [orioninnovation.com](https://www.orioninnovation.com/careers/life-at-orion/).
- **Work Model**: **Hybrid** work model designed for "connection, flexibility, and high-performance teams" [orioninnovation.com](https://www.orioninnovation.com/careers/life-at-orion/). They blend flexibility with intentional collaboration.
- **Global & Diverse**: A team of 6,000+ across 20+ nationalities. Inclusion is a stated priority, with cultural celebrations and an environment encouraging authenticity.
- **Impact & Stability**: The company boasts high client retention (20+ year average) and works on mission-critical systems for large enterprises, offering a mix of project stability and challenging work.
- **Perks & Recognition**: Awarded the **Cigna Healthy Workforce Designation**, indicating a focus on employee well-being and health benefits [orioninnovation.com](https://www.orioninnovation.com/careers/life-at-orion/).

## Sources
1. [Orion Innovation - Homepage](https://www.orioninnovation.com/)
2. [Orion Innovation - About Us](https://www.orioninnovation.com/about/who-we-are/)
3. [Orion Innovation - Life at Orion](https://www.orioninnovation.com/careers/life-at-orion/)
4. [Orion Innovation - Careers](https://job-boards.greenhouse.io/orioninnovation)
5. [Orion Innovation - LinkedIn Profile](https://www.linkedin.com/company/orioninnovation)

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