Technical Support Engineer

Join Itron as a Technical Support Engineer, where you will lead a team of Technical Support Engineers, provide exceptional support for Locusview solutions, and drive service excellence and team development. You will serve as the primary escalation point for complex technical issues, provide real-time customer support, and partner with various stakeholders to investigate defects and validate fixes. Additionally, you will drive continuous process improvement initiatives, oversee ticket management activities, and support onboarding and training programs for new team members.

• 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, hardware, networking, APIs, and data management.
• Drive continuous process improvement initiatives by identifying trends, recommending solutions, and implementing best practices that reduce recurring incidents.
• 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
• Fluent in English and Spanish
• Bachelor’s 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
• Strong organizational skills, attention to detail, and commitment to delivering high-quality outcomes
• Working knowledge of database concepts and the ability to utilize SQL queries for troubleshooting purposes
• Excellent written, verbal, and interpersonal communication skills with the ability to translate technical concepts for both technical and non-technical audiences
• Strong analytical, problem-solving, and decision-making skills with a focus on identifying root causes and implementing sustainable solutions
• Experience reviewing logs, system diagnostics, browser developer tools, and other technical troubleshooting resources
• Demonstrated ability to manage complex customer situations, facilitate issue resolution, and de-escalate challenging interactions
• 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
• Proven ability to work independently while effectively collaborating across teams and departments
• Ability to prioritize competing demands and thrive in a fast-paced, high-volume support environment
• Experience with customer support platforms and ticketing systems such as Zendesk, Jira, or similar tools
• Proficiency working with APIs and API testing tools such as Postman
• Experience troubleshooting iOS and Android mobile applications, device configurations, Mobile Device Management (MDM) tools, and end-user data issues
• If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!
• Knowledge of support operations metrics, SLA management, workforce planning, and service improvement methodologies
• Experience supporting customers within the gas, electric utility, energy, or infrastructure industries
• Technical certifications related to customer support, IT service management, cloud technologies, mobile device administration, or networking
• Experience developing onboarding programs, training materials, or technical enablement initiatives
• Experience collaborating with Product and Engineering teams in agile development environments
• Experience supporting geographically distributed teams and customers across multiple regions
• Previous experience leading support operations in a SaaS environment serving enterprise customers
• Familiarity with GIS, mapping technologies, spatial data systems, and field workforce solutions
• Demonstrated success identifying support trends and driving product, process, or workflow improvements