The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support for Locusview solutions within Itron's 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- 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.
- 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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