Senior Technical Support Engineer - Lead Escalations & SaaS

Locusview; Chicago (IL); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Hybrid work schedule

Employee stock purchase program

Paid vacation

401k matching

Job summary

Itron is seeking a Technical Support Engineer Leader to deliver exceptional SaaS and mobile support for our utilities portfolio. You will mentor engineers, own escalations, and drive service excellence across Support, Product, Engineering, and Customer Success.

Ideal candidates will resolve complex issues, analyze logs, and improve processes while maintaining strong customer relationships with utility clients in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent professional experience in IT/CS or related field.
• 5+ years in Technical Support or related SaaS support roles.
• Fluent in English; Spanish proficiency beneficial.
• 1+ year of leading or mentoring technical support teams.
• Strong technical skills in software, hardware, networking, APIs, and data management.

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 SLAs.
• Champion a customer-centric approach by resolving issues efficiently and building trusted relationships with utility clients.
• Guide team through advanced troubleshooting techniques and knowledge sharing.
• Oversee ticket management with prioritization, escalation, and timely resolution.
• Coordinate with Product, Engineering, Customer Success on defects and fixes.
• Drive process improvements to reduce recurring incidents and improve customer experience.

Skills

Technical leadership

SaaS support

Escalation management

SQL

APIs & Postman

iOS/Android support

English

Spanish

Zendesk/Jira

Team mentoring

Education

Bachelor’s degree in IT/CS or equivalent

Tools

Postman

Zendesk

Jira

Job description

Itron is seeking a Technical Support Engineer Leader to deliver exceptional SaaS and mobile support for our utilities portfolio. You will mentor engineers, own escalations, and drive service excellence across Support, Product, Engineering, and Customer Success.

Ideal candidates will resolve complex issues, analyze logs, and improve processes while maintaining strong customer relationships with utility clients in a fast-paced environment.