• Serve as a senior technical escalation point (Level 3) for complex application and platform issues impacting customers in the Utilities & Energy sector
  
• Diagnose, reproduce, isolate, and resolve advanced software, networking, and system issues across diverse enterprise environments
  
• Take end‑to‑end ownership of incidents, managing cases through the full lifecycle in the incident management system with a strong focus on accountability and timely resolution
  
• Collaborate cross‑functionally with Engineering, Operations, Project Management, and Product teams to drive root cause analysis and long‑term solutions
  
• Mentor and coach Application and Technical Support Engineers, sharing troubleshooting methodologies, best practices, and product knowledge
  
• Become a subject matter expert in Itron applications, developing a deep understanding of how systems function, integrate, and support customer outcomes
  
• Create and maintain clear, inclusive, and accessible knowledge base and support documentation to enhance customer and internal team success
  
• Troubleshoot application behavior across operating systems, databases, networks, and RF environments, applying structured and innovative problem‑solving approaches
  
• Communicate complex technical concepts clearly and authentically to both technical and non‑technical stakeholders
  
• Continuously develop skills through self‑learning and knowledge sharing, contributing to an agile and innovative support organization
  
  

• 5+ years of experience in a technical or application support role supporting enterprise software products
  
• 2+ years of hands‑on experience working with UNIX/Linux environments; scripting experience is a plus
  
• 2+ years of experience supporting Java‑based applications
  
• 2+ years of experience with client/server architectures and relational databases, including understanding schemas, database structures, and writing SQL queries
  
• 1+ year of experience with networking fundamentals, including packet flow analysis and TCP session establishment
  
• Experience supporting SOAP and Web Services
  
• Experience troubleshooting software in enterprise environments with a strong customer‑first mindset
  
• Demonstrated ability to manage multiple priorities effectively while maintaining high quality and attention to detail
  
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams and geographies
  
• Proven ability to put customers first, act with integrity, and follow through on commitments
  
• Experience mentoring or supporting the development of other technical professionals
  
• Two‑ or four‑year technical college degree or equivalent practical experience
  
  

• Experience supporting RF networking or wireless technologies
  
• Background working with networking, security, or wireless technology platforms
  
• Experience in Utilities, Energy, or other mission‑critical infrastructure environments
  
• Familiarity with incident, problem, and change management processes
  
• Demonstrated ability to proactively identify opportunities for process improvement and innovation
  
• Comfort working in hybrid or distributed team environments with a collaborative, inclusive approach
  
  

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