Technical Support – Solutions Manager

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🕒 March 17

🌾 Iowa, New York, +2 more states – Remote

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

⏰ Full Time

🟠 Senior

🔴 Lead

💻 Solutions Engineer

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Itron, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1977

⚡ Energy

Energy • Utilities • Smart Cities

Itron, Inc. is a leading global technology company that specializes in innovative solutions for utilities and cities, providing critical infrastructure for energy and water management. With a presence in over 100 countries and more than 8,000 customers, Itron helps organizations modernize their operations through advanced metering infrastructure, data management, and analytics, focusing on sustainability, resource management, and grid reliability. Their offerings include solutions for electric, gas, and water utilities, aimed at enhancing operational efficiency and consumer engagement while promoting conservation and environmental responsibility.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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