Lead Technical Support Engineer — SaaS & Mobile (Hybrid)

Itron, Inc.; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work schedule

401k matching

Employee stock purchase program

Job summary

Itron, Inc. is seeking a hands-on Technical Support Engineer in Chicago to lead a skilled team delivering exceptional support for Locusview solutions within Itron's portfolio.

The role blends advanced technical expertise with people leadership, acting as a senior escalation resource while driving service excellence, team development, and cross-functional collaboration with Support, Product, Engineering, and Customer Success.

Qualifications

• Bachelor's degree or equivalent professional experience in IT/engineering.
• 5+ years in technical support roles for SaaS platforms or similar.
• Fluent in English and Spanish.
• 1+ years leading or coordinating technical support teams.
• Strong technical expertise across software, hardware, networking, APIs, and mobile platforms.
• Experience troubleshooting iOS/Android apps and MDM tools.
• Proficient with SQL and basic database concepts.
• Experience with Zendesk, Jira, or similar ticketing systems.
• Ability to de-escalate and resolve complex customer situations.

Responsibilities

• Lead and develop a team of Technical Support Engineers.
• Serve as primary escalation point for complex SaaS, hardware, networking, and data issues.
• Provide real-time customer support via phone, email, and other channels within SLAs.
• Foster customer-centric approach and build trusted relationships with utility clients.
• Mentor teammates in advanced troubleshooting and knowledge sharing.
• Oversee ticket prioritization, escalation, and timely resolution.
• Analyze logs and diagnostics to identify root causes and coordinate fixes.
• Collaborate with Product, Engineering, and Customer Success to drive improvements.
• Drive process improvements to reduce recurring incidents.
• Maintain and enhance knowledge base articles and runbooks.
• Support onboarding and training for new hires.
• Monitor performance metrics and customer satisfaction to drive ops excellence.
• Promote accountability and clear communication across teams.
• Stay informed on industry trends and emerging tech to drive innovation.

Skills

Leadership

English & Spanish

Technical troubleshooting

API testing (Postman)

SQL knowledge

Log & diagnostics analysis

Customer escalation management

Cross-functional collaboration

SaaS support experience

Multichannel support (phone, email)

Education

Bachelor's degree in IT, CS, Engineering or related

Tools

Zendesk

Jira

Postman

Job description

Itron, Inc. is seeking a hands-on Technical Support Engineer in Chicago to lead a skilled team delivering exceptional support for Locusview solutions within Itron's portfolio.

The role blends advanced technical expertise with people leadership, acting as a senior escalation resource while driving service excellence, team development, and cross-functional collaboration with Support, Product, Engineering, and Customer Success.