Technical Support Analyst

About the Role

Itron Resiliency Solutions is an innovative business unit within Itron focused on solving mission-critical problems for utilities through software and AI. This role is for a Technical Support Analyst who will work with enterprise customers to achieve their safety and damage prevention goals by solving complex and escalated inquiries related to AI-powered software products and services. The ideal candidate is a highly skilled technical support professional who is passionate about customer success, technically strong, analytical, and able to independently investigate and resolve issues with broad customer or business impact. This role requires sound judgment in selecting troubleshooting methods, deep product knowledge, and the ability to work cross-functionally.

Key Responsibilities

• Customer Support: Own technical support for enterprise customers experiencing issues with SaaS products through email, chat, phone, and ticketing systems. Provide timely, accurate, and empathetic support while maintaining clear communication.
• Complex Issue Ownership: Independently investigate, troubleshoot, and resolve escalated and highly complex technical problems. Use sound judgment to determine the appropriate investigative approach, examine multiple possible root causes, and coordinate with Engineering, Product, Machine Learning, or other teams when additional expertise is required, while maintaining ownership of the customer issue through resolution.
• Technical Account Stewardship: Develop and maintain a strong understanding of the technology, configuration, integrations, workflows, and known technical risks associated with assigned customers or product areas to identify patterns, anticipate support needs, and improve issue resolution.
• Observability and Data-Driven Troubleshooting: Use observability, application monitoring, crash analytics, logs, telemetry, and available data to investigate product behavior and support root cause analysis. Apply tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks as appropriate.
• Cross-Functional Collaboration and Product Influence: Partner with Implementation, Customer Success, Machine Learning, Engineering, and Product teams to resolve customer-impacting issues. Translate support findings into clear technical information, identify recurring product problems, and recommend improvements.
• Process Improvement: Identify gaps, recurring issues, and improvement opportunities within support processes, tooling, documentation, and workflows. Develop practical solutions and help drive those improvements.
• Documentation and Knowledge Management: Maintain detailed and accurate records of customer interactions, investigations, findings, and resolutions. Create and maintain customer-facing knowledge base articles, internal troubleshooting documentation, technical briefings, reports, and other support materials.
• Release Testing: Participate in pre- and post-production release testing to validate functionality, identify potential issues, and clearly and effectively document and report findings. Apply support knowledge and customer use cases to help identify release risks.
• Operational Performance: Support the successful execution of department goals by meeting service level agreements and contributing to team performance objectives. Track and monitor relevant KPIs, identify trends or risks, and provide findings or recommended actions.
• Training and Team Development: Share technical knowledge with internal employees and customers through training, coaching, documentation, and knowledge transfer. Serve as a resource for less experienced team members and may participate in onboarding or other team development activities.

Requirements & Tech Stack

• Customer Focus: Passionate about helping customers with empathy, professionalism, and a strong sense of ownership.
• Enterprise SaaS Experience: Experience supporting B2B enterprise SaaS customers in a technical support, production support, application support, or similar role.
• Advanced Troubleshooting: Demonstrated ability to independently investigate complex and escalated technical issues, think critically, investigate beyond obvious symptoms, and consider multiple possible root causes and solutions.
• Technical Aptitude: Strong technical aptitude and the ability to understand, investigate, and clearly explain complex technical products, integrations, workflows, and issues.
• Observability Tools: Experience using observability and application monitoring tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks, with the ability to use telemetry, logs, crash data, and system insights to support troubleshooting and root cause analysis.
• Data Skills: Working knowledge of SQL for analyzing data and troubleshooting issues. Familiarity with Python is beneficial.
• Support Platforms: Experience using support and work management tools such as Zendesk, Jira, ServiceNow, Salesforce, or similar platforms.
• Independent Judgment: Ability to work independently, select appropriate troubleshooting methods, manage ambiguity, and make sound decisions within the scope of the role.
• Communication: Excellent verbal and written communication skills, including the ability to document technical findings clearly for customers and internal stakeholders.
• Organization: Strong organizational skills and the ability to prioritize and deliver on multiple competing priorities in a high-growth environment.
• Leadership and Knowledge Sharing: Ability to mentor peers, share technical expertise, contribute to team learning, and help improve support practices and customer outcomes.
• Continuous Improvement: A demonstrated mindset of identifying recurring problems, proposing improvements, and following through on solutions.
• Familiarity with the utility, safety, damage prevention, or related industries is a plus.

Preferred Skills & Experience

• Utility and Energy Industry Experience: Experience supporting software solutions within the utilities, energy, field services, safety, damage prevention, infrastructure, or critical operations industries.
• AI-Powered Products: Experience supporting AI, machine learning, computer vision, or data-driven SaaS products and the ability to communicate model behavior, outcomes, or limitations.
• API and Integration Troubleshooting: Experience troubleshooting APIs, web services, authentication protocols, system integrations, and data synchronization issues.
• Cloud Technologies: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform and an understanding of cloud-based application architectures.
• Application Performance Monitoring: Experience interpreting performance metrics, monitoring dashboards, and system health indicators.
• Automation and Scripting: Experience using Python, PowerShell, Bash, SQL, or similar technologies to automate support workflows or investigate issues.
• Incident and Problem Management: Familiarity with ITIL principles, incident management, problem management, root cause analysis, and post-incident review processes.
• Customer Escalation Management: Demonstrated experience managing high-priority customer escalations.
• Technical Leadership: Experience leading technical initiatives or mentoring team members.
• Analytics and Data Platforms: Exposure to data analytics platforms or reporting tools.
• Agile Environment: Experience working in agile, collaborative software organizations with close partnership across Product, Engineering, Customer Success, and Support teams.

Qualifications

• Education Required: Bachelor's or master's degree in computer science, Electronics & Communication Engineering, Electrical Engineering, Embedded Systems, or a related technical discipline.
• Availability: Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays.
• Working Model: Hybrid: In office 1-3 days per week.