Technical Support – Solutions Manager

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🕒 vor 2 Monaten

🌾 Iowa, New York, +2 weitere Bundesländer – Remote

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

⏰ Vollzeit

🟠 Senior

🔴 Experte

💻 Lösungsingenieur

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Lebenslauf hochladen

Itron, Inc.

WebsiteLinkedInAlle Stellen

5001 - 10000 Mitarbeiter

Gegründet 1977

⚡ Energie

Energy • Utilities • Smart Cities

Itron ermöglicht Versorgungsunternehmen und Städten in mehr als 100 Ländern, kritische Infrastrukturdienste sicher, zuverlässig und geschützt bereitzustellen. Unser bewährtes Portfolio aus intelligenten Netzwerken, Software, Dienstleistungen, Zählern und Sensoren hilft unseren Kunden, Energie und Wasser für die Menschen, die sie bedienen, besser zu verwalten.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

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