Technical Support – Solutions Manager

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🕒 il y a 2 mois

🌾 Iowa, New York, +2 états de plus – Distant

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

⏰ Temps Plein

🟠 Senior

🔴 Expert

💻 Ingénieur Solutions

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Itron, Inc.

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1977

⚡ Énergie

Energy • Utilities • Smart Cities

Itron permet aux services publics et aux villes de fournir de manière sûre, sécurisée et fiable des services d'infrastructure critique aux communautés dans plus de 100 pays. Notre portefeuille éprouvé de réseaux intelligents, logiciels, services, compteurs et capteurs aide nos clients à mieux gérer l'énergie et l'eau pour les personnes qu'ils servent.

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

🎯 Exigences

• 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

🏖️ Avantages

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