Senior Technical Support Engineer - SaaS Leadership

Itron, Inc.; Chicago (IL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work schedule

401k matching

Employee stock purchase program

Paid vacation

Job summary

Itron, Inc. is seeking a hands-on Technical Support Engineer to lead and mentor a team delivering top-tier support for Locusview solutions within Itron’s portfolio.

You will be the senior escalation resource, coordinating across Support, Product, Engineering, and Customer Success to drive service excellence and customer outcomes. You will guide advanced troubleshooting, manage ticket workflows, and develop knowledge resources while focusing on continuous process improvement, cross-functional

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years in Technical Support or similar SaaS roles.
• Fluent in English and Spanish.
• 1+ year in leading/mentoring technical support teams.
• Strong troubleshooting across software, hardware, APIs, mobile OS, and data issues.

Responsibilities

• Lead, coach, and develop a team of Technical Support Engineers.
• Serve as primary escalation point for complex issues across SaaS, mobile, hardware, APIs, and data management.
• Provide real-time customer support via phone, email, and other channels while meeting SLAs.
• Drive continuous process improvements and knowledge base enhancements.
• Collaborate with Product, Engineering, Customer Success to validate fixes and communicate feedback.

Skills

Fluent English & Spanish

Education

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

Tools

Zendesk

Jira

Postman

Job description

Itron, Inc. is seeking a hands-on Technical Support Engineer to lead and mentor a team delivering top-tier support for Locusview solutions within Itron’s portfolio.

You will be the senior escalation resource, coordinating across Support, Product, Engineering, and Customer Success to drive service excellence and customer outcomes. You will guide advanced troubleshooting, manage ticket workflows, and develop knowledge resources while focusing on continuous process improvement, cross-functional