Technical Support – Solutions Manager

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🕒 Março 17

🌾 Iowa, New York, +2 estados a mais – Remoto

🌾 Iowa – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

💻 Engenheiro de Soluções

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Itron, Inc.

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1977

⚡ Energia

Energy • Utilities • Smart Cities

A Itron permite que concessionárias e cidades forneçam serviços de infraestrutura crítica de forma segura e confiável a comunidades em mais de 100 países. Nosso portfólio comprovado de redes inteligentes, software, serviços, medidores e sensores ajuda nossos clientes a gerenciar melhor a energia e a água para as pessoas que atendem.

Descrição

• Design, implement, and continuously improve scalable enterprise support processes • Define SLAs, severity classifications, escalation paths, and communication frameworks • Oversee ticket triage, prioritization, queue health, and resolution tracking • Ensure clear, professional, and authentic communication with customers • Drive root cause analysis and partner with Engineering to eliminate recurring issues • Build and maintain a comprehensive knowledge base and support documentation • Develop dashboards, operational metrics, and executive-level reporting • Serve as the escalation point for high-severity issues • Represent customer support themes and insights within product, engineering, and solution-planning forums • Own ongoing support for customer-specific configurations and deployments • Manage and develop India-based support representatives

🎯 Requisitos

• 7+ years of experience in enterprise SaaS technical support, support operations, or customer technical operations • Proven experience supporting large enterprise customers with complex operational and stakeholder environments • Strong expertise with support tooling such as Jira Service Management, Zendesk, ServiceNow, or similar • Demonstrated ability to partner effectively with Engineering on triage, debugging, prioritization, and defect management • Experience defining, maturing, and scaling support processes within a growing organization • Strong written and verbal communication skills with a customer‑centric, transparent, and solution‑oriented approach • Ability to work authentically, collaboratively, and with high accountability in a fast‑moving environment

🏖️ Benefícios

• competitive benefit package including; financial, social, health and wellbeing programs • paid vacation • 401k matching • employee stock purchase program • hybrid work schedule