Technical Support & Solutions Manager
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Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
Itron is seeking a Technical Support & Solutions Manager to build lead and elevate our enterprise support function for critical infrastructure this highimpact role you will design and operationalize scalable support processes that deliver an exceptional customer experience strengthen product feedback loops and ensure responsive and reliable support for our utility clients.
You will serve as the operational owner of technical support collaborating closely with Engineering Customer Success and global support teams to drive timely issue resolution transparent communication and continuous solution improvement. This role also provides technical advisory support on active deployments acting as a consultative escalation pointnot an implementation owner.
This position is ideal for an accountable innovative and customercentric leader who thrives in a collaborative and agile environment and is energized by building operational maturity as our enterprise SaaS business scales.
Duties & Responsibilities
Support Process Ownership
Design implement and continuously improve scalable enterprise support processes aligned with Itrons customerfirst values.
Define SLAs severity classifications escalation paths and communication frameworks.
Oversee ticket triage prioritization queue health and resolution tracking to ensure consistent and accountable execution.
Ensure clear professional and authentic communication with customers throughout the ticket lifecycle.
Drive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality.
Build and maintain a comprehensive knowledge base and support documentation to improve agility and self-service.
Develop dashboards operational metrics and executivelevel reporting that offer transparent insights for internal and customer stakeholders.
Customer Experience & Escalation Management
Serve as the escalation point for highseverity issues requiring technical operational or crossfunctional intervention.
Uphold enterprisegrade responsiveness and problemsolving to maintain customer trust in critical infrastructure environments.
Identify recurring friction points and lead collaborative cross-functional initiatives to resolve them.
Represent customer support themes and insights within product engineering and solutionplanning forums.
Technical Advisory Support
Provide technical consultation during implementations supporting architecture integration and configuration best practices.
Assist with troubleshooting during early deployments to ensure smooth transitions to steadystate operations.
Act as a subjectmatter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding.
SteadyState Solution Support Ownership
Own ongoing support for customerspecific configurations integrations environments and deployed solutions.
Ensure seamless transition from implementation to longterm support with highquality documentation and knowledge handoff.
Monitor recurring issues and proactively recommend improvements to enhance solution stability and customer value.
Serve as a longterm technical support point of contact for enterprise customers.
Team Leadership & Global Operations
Manage and develop Indiabased support representatives fostering an accountable collaborative and growthoriented culture.
Set clear expectations for performance quality SLAs and customer communication.
Provide coaching continuous feedback and career development opportunities.
Partner with Engineering leadership to maintain effective escalation workflows and operational alignment.
Build a scalable global support coverage model that meets the needs of a growing enterprise customer base.
Participate in hiring as support volume and team capacity expand.
Note: This role does not own implementation delivery or project management.
Required Skills & Experience
7 years of experience in enterprise SaaS technical support support operations or customer technical operations.
Proven experience supporting large enterprise customers with complex operational and stakeholder environments.
Strong expertise with support tooling such as Jira Service Management Zendesk ServiceNow or similar.
Demonstrated ability to partner effectively with Engineering on triage debugging prioritization and defect management.
Experience defining maturing and scaling support processes within a growing organization.
Strong written and verbal communication skills with a customercentric transparent and solutionoriented approach.
Ability to work authentically collaboratively and with high accountability in a fastmoving environment.
Preferred Skills & Experience
Experience supporting utility industrial or regulated infrastructure customers.
Background in technical architecture solutions engineering or implementation support.
Knowledge of cloud platforms APIs integrations and modern enterprise technology stacks.
Experience supporting mobile and web applications in field or distributed operational environments.
Why This Role Matters
Our customers operate critical infrastructure where reliability responsiveness and clarity are essential. Exceptional support directly strengthens customer trust renewal outcomes and solution performance. This role will establish the global support foundation needed as we scale from 6 to 1012 enterprise customers over the next 18 monthsensuring Itron continues to deliver innovative customercentric and operationally excellent solutions in the utility and energy sector.
Benefits Info:
This position also includes a competitive benefit package including; financial social health and wellbeing programs paid vacation 401k matching employee stock purchase program hybrid work schedule and more!
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Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences dont perfectly align with every requirement we encourage you to apply the end you may be just who we are looking for!
The successful candidates starting wage will be determined based on permissible non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply please contact a recruiting representative at 1- or email .
Itron is transforming how the world manages energy water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency build resilience and deliver safe reliable and affordable service. With edge intelligence we connect people data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world:
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
