Technical Support Analyst

Required Skills & Experience

• Customer Focus: Passionate about helping customers with empathy, professionalism, and a strong sense of ownership.
• Enterprise SaaS Experience: Experience supporting B2B enterprise SaaS customers in a technical support, production support, application support, or similar role.
• Advanced Troubleshooting: Demonstrated ability to independently investigate complex and escalated technical issues, think critically, investigate beyond obvious symptoms, and consider multiple possible root causes and solutions.
• Technical Aptitude: Strong technical aptitude and the ability to understand, investigate, and clearly explain complex technical products, integrations, workflows, and issues.
• Observability Tools: Experience using observability and application monitoring tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks, with the ability to use telemetry, logs, crash data, and system insights to support troubleshooting and root cause analysis.
• Data Skills: Working knowledge of SQL for analyzing data and troubleshooting issues. Familiarity with Python is beneficial for understanding automation, debugging workflows, or supporting technical investigations.
• Support Platforms: Experience using support and work management tools such as Zendesk, Jira, ServiceNow, Salesforce, or similar platforms.
• Independent Judgment: Ability to work independently, select appropriate troubleshooting methods, manage ambiguity, and make sound decisions within the scope of the role.
• Communication: Excellent verbal and written communication skills, including the ability to document technical findings clearly for customers and internal stakeholders.
• Organization: Strong organizational skills and the ability to prioritize and deliver on multiple competing priorities in a high-growth environment.
• Leadership and Knowledge Sharing: Ability to mentor peers, share technical expertise, contribute to team learning, and help improve support practices and customer outcomes.
• Continuous Improvement: A demonstrated mindset of identifying recurring problems, proposing improvements, and following through on solutions rather than only resolving individual incidents.
• Industry Knowledge: Familiarity with the utility, safety, damage prevention, or related industries is a plus.
• Education Required: Bachelor's or master's degree in computer science, Electronics & Communication Engineering, Electrical Engineering, Embedded Systems, or a related technical discipline.
• Availability: Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays.
• Working Model: Hybrid: In office 1-3 days per week to foster collaboration with Engineering partners.
• Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for! The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience. Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com .
• Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com