Senior Technical Support Engineer & Team Lead

Urbint; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work schedule

401k matching

Employee stock purchase program

Health and wellbeing programs

Job summary

Itron is seeking a Technical Support Engineer who will lead a hands-on, high-performing team delivering exceptional support for Locusview solutions within Itron’s portfolio.

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

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, a related field, or equivalent professional experience.
• 5+ years of experience in Technical Support or similar roles supporting SaaS platforms.
• Fluent in English and Spanish.
• 1+ years of experience leading technical support teams.
• Strong technical expertise across applications, hardware, networking, APIs, mobile OS, and customer-facing tech.

Responsibilities

• Lead, coach, and develop a team of Technical Support Engineers.
• Serve as the primary escalation point for complex issues involving SaaS apps, mobile devices, hardware, APIs, and data management.
• Provide real-time customer support via phone, email, and other channels while adhering to SLAs.
• Build trusted relationships with utility clients and champion a customer-centric approach.
• Oversee ticket management, prioritization, escalation, and timely resolution of issues.
• Collaborate with Product, Engineering, Customer Success to investigate defects and communicate feedback.
• Drive process improvements to reduce recurring incidents and improve support metrics.

Skills

Team leadership

SaaS support

API troubleshooting

Mobile platforms

English & Spanish

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Zendesk

Jira

Postman

Job description

Itron is seeking a Technical Support Engineer who will lead a hands-on, high-performing team delivering exceptional support for Locusview solutions within Itron’s portfolio.

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