Lead SaaS Technical Support Engineer & Escalations

itron; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Itron in Chicago is seeking a seasoned Technical Support Engineer to lead a fast-moving team delivering exceptional support for Locusview solutions within Itron's portfolio. You will mentor engineers, handle complex escalations, and collaborate across Support, Product, Engineering, and Customer Success.

The role requires deep technical expertise across software, hardware, APIs, and mobile platforms; strong communication, and a customer-first mindset to reduce incidents, improve processes, and

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 5+ years of experience in Technical Support or similar SaaS-focused roles.
• Fluent in English and Spanish.
• 1+ years of experience leading, mentoring, or coordinating technical support teams.
• Strong technical expertise supporting application software, hardware, networking, APIs, mobile operating systems, and customer-facing technology solutions.
• Experience troubleshooting iOS and Android mobile applications, device configurations, MDM tools, and end-user data issues.
• Proficiency with APIs and API testing tools such as Postman.
• Experience reviewing logs, system diagnostics, browser developer tools, and other technical troubleshooting resources.
• Working knowledge of database concepts and the ability to utilize SQL queries for troubleshooting.
• Experience with customer support platforms and ticketing systems such as Zendesk, Jira, or similar tools.

Responsibilities

• Lead, coach, and develop a team of Technical Support Engineers, fostering a collaborative, inclusive, and high-performing work environment.
• Serve as the primary escalation point for complex technical issues involving SaaS applications, mobile platforms (iOS and Android), hardware, networking, APIs, and data management.
• Provide real-time customer support through phone, email, and other communication channels while ensuring adherence to established Service Level Agreements (SLAs).
• Champion a customer-centric approach by resolving issues efficiently, proactively identifying customer needs, and building trusted relationships with utility clients.
• Guide team members through advanced troubleshooting techniques and support skills development through mentoring, coaching, and knowledge sharing.
• Oversee ticket management activities, ensuring accurate prioritization, documentation, escalation, and timely resolution of customer issues.
• Analyze application logs, JavaScript console outputs, system diagnostics, and troubleshooting data to identify root causes and coordinate escalations when necessary.
• Partner with Product, Engineering, Customer Success, and other stakeholders to investigate defects, validate fixes, and communicate customer feedback.
• Drive continuous process improvement initiatives by identifying trends, recommending solutions, and implementing best practices that reduce recurring incidents.
• Ensure the creation, maintenance, and enhancement of knowledge base articles, troubleshooting guides, FAQs, and operational runbooks.
• Support onboarding and training programs for new team members, creating opportunities for professional growth and career development.
• Monitor team performance metrics, workflow efficiency, and customer satisfaction indicators to support operational excellence.

Skills

Team leadership

Customer-focused support

Analytical problem solving

Technical troubleshooting

English & Spanish fluency

SQL querying

API testing (Postman)

Knowledge base & documentation

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

Tools

Zendesk

Jira

Postman

SQL

MDM tools

Browser developer tools

Job description

Itron in Chicago is seeking a seasoned Technical Support Engineer to lead a fast-moving team delivering exceptional support for Locusview solutions within Itron's portfolio. You will mentor engineers, handle complex escalations, and collaborate across Support, Product, Engineering, and Customer Success.

The role requires deep technical expertise across software, hardware, APIs, and mobile platforms; strong communication, and a customer-first mindset to reduce incidents, improve processes, and