Itron

Overview

As a Technical Support Analyst, you will work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex and escalated inquiries related to our AI-powered software products and services.

About Itron

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.

Requirements & Eligibility

• Experience supporting B2B enterprise SaaS customers in a technical support, production support, application support, or similar role.
• Demonstrated ability to independently investigate complex and escalated technical issues, think critically, investigate beyond obvious symptoms, and consider multiple possible root causes and solutions.
• Strong technical aptitude and the ability to understand, investigate, and clearly explain complex technical products, integrations, workflows, and issues.
• Experience using observability and application monitoring tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks.
• Working knowledge of SQL for analyzing data and troubleshooting issues.
• Experience using support and work management tools such as Zendesk, Jira, ServiceNow, Salesforce, or similar platforms.

Key Responsibilities

• Own technical support for enterprise customers experiencing issues with our SaaS products through email, chat, phone, and ticketing systems.
• Independently investigate, troubleshoot, and resolve escalated and highly complex technical problems.
• Develop and maintain a strong understanding of the technology, configuration, integrations, workflows, and known technical risks associated with assigned customers or product areas.
• Use observability, application monitoring, crash analytics, logs, telemetry, and available data to investigate product behavior and support root cause analysis.
• Partner with Implementation, Customer Success, Machine Learning, Engineering, and Product teams to resolve customer-impacting issues.
• Identify gaps, recurring issues, and improvement opportunities within support processes, tooling, documentation, and workflows.
• Maintain detailed and accurate records of customer interactions, investigations, findings, and resolutions.
• Participate in pre- and post-production release testing to validate functionality, identify potential issues, and clearly and effectively document and report findings.