Technical Support Engineer

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.

The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support for Locusview solutions within Itrons portfolio. This role combines advanced technical expertise with people leadership serving as a senior escalation resource while driving service excellence team development and cross-functional collaboration across Support Product Engineering and Customer Success.

The ideal candidate is a customer-focused leader who excels at solving complex technical challenges mentoring team members and fostering a collaborative inclusive culture. They are accountable for operational results agile in responding to customer and business needs and committed to continuously improving support processes and the overall customer experience.

Duties & Responsibilities

• Lead coach and develop a team of Technical Support Engineers fostering a collaborative inclusive and high-performing work environment.

• Serve as the primary escalation point for complex technical issues involving SaaS applications mobile platforms (iOS and Android) hardware networking APIs and data management.

• Provide real-time customer support through phone email and other communication channels while ensuring adherence to established Service Level Agreements (SLAs).

• Champion a customer-centric approach by resolving issues efficiently proactively identifying customer needs and building trusted relationships with utility clients.

• Guide team members through advanced troubleshooting techniques and support skills development through mentoring coaching and knowledge sharing.

• Oversee ticket management activities ensuring accurate prioritization documentation escalation and timely resolution of customer issues.

• Analyze application logs JavaScript console outputs system diagnostics and troubleshooting data to identify root causes and coordinate escalations when necessary.

• Partner with Product Engineering Customer Success and other stakeholders to investigate defects validate fixes and communicate customer feedback.

• Drive continuous process improvement initiatives by identifying trends recommending solutions and implementing best practices that reduce recurring incidents.

• Ensure the creation maintenance and enhancement of knowledge base articles troubleshooting guides FAQs and operational runbooks.

• Support onboarding and training programs for new team members creating opportunities for professional growth and career development.

• Monitor team performance metrics workflow efficiency and customer satisfaction indicators to support operational excellence.

• Promote accountability transparency and effective communication across the support organization.

• Stay informed about industry trends utility workflows product enhancements and emerging technologies to help drive innovation within the support function.

• Contribute to strategic planning and operational initiatives that support organizational growth and customer success.
  

Required Skills & Experience

• Bachelors degree in Information Technology Computer Science Engineering a related field or equivalent professional experience.

• 5 years of experience in Technical Support Technical Support Engineering Customer Support Engineering or a similar role supporting SaaS platforms.

• Fluent in English and Spanish.

• 1 years of experience leading mentoring coaching or coordinating technical support teams.

• Strong technical expertise supporting application software hardware networking APIs mobile operating systems and customer-facing technology solutions.

• Experience troubleshooting iOS and Android mobile applications device configurations Mobile Device Management (MDM) tools and end-user data issues.

• Proficiency working with APIs and API testing tools such as Postman.

• Experience reviewing logs system diagnostics browser developer tools and other technical troubleshooting resources.

• Working knowledge of database concepts and the ability to utilize SQL queries for troubleshooting purposes.

• Experience with customer support platforms and ticketing systems such as Zendesk Jira or similar tools.

• Demonstrated ability to manage complex customer situations facilitate issue resolution and de-escalate challenging interactions.

• Strong analytical problem-solving and decision-making skills with a focus on identifying root causes and implementing sustainable solutions.

• Excellent written verbal and interpersonal communication skills with the ability to translate technical concepts for both technical and non-technical audiences.

• Ability to prioritize competing demands and thrive in a fast-paced high-volume support environment.

• Strong organizational skills attention to detail and commitment to delivering high-quality outcomes.

• Proven ability to work independently while effectively collaborating across teams and departments.
  

Preferred Skills & Experience

• Experience supporting customers within the gas electric utility energy or infrastructure industries.

• Familiarity with GIS mapping technologies spatial data systems and field workforce solutions.

• Previous experience leading support operations in a SaaS environment serving enterprise customers.

• Experience developing onboarding programs training materials or technical enablement initiatives.

• Knowledge of support operations metrics SLA management workforce planning and service improvement methodologies.

• Demonstrated success identifying support trends and driving product process or workflow improvements.

• Experience collaborating with Product and Engineering teams in agile development environments.

• Technical certifications related to customer support IT service management cloud technologies mobile device administration or networking.

• Experience supporting geographically distributed teams and customers across multiple regions.
  

Physical Demands: This is a typical office job with no special physical requirements or unusual work environment.

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: