We are seeking an exceptional and energetic Technical Support Analyst with 1 to 5 years of relevant experience in technical support or customer support. Thrives in a high-growth environment, takes ownership of difficult technical problems, contributes to improvements across the support organization, and helps raise the technical capability of the team.
As a Technical Support Analyst, you will work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex and escalated inquiries related to our AI-powered software products and services.
Duties & Responsibilities
- Customer Support: Own technical support for enterprise customers experiencing issues with our SaaS products through email, chat, phone, and ticketing systems. Provide timely, accurate, and empathetic support while maintaining clear communication throughout the investigation.
- Complex Issue Ownership: Independently investigate, troubleshoot, and resolve escalated and highly complex technical problems. Use sound judgment to determine the appropriate investigative approach, examine multiple possible root causes, and coordinate with Engineering, Product, Machine Learning, or other teams when additional expertise is required while maintaining ownership of the customer issue through resolution.
- Technical Account Stewardship: Develop and maintain a strong understanding of the technology, configuration, integrations, workflows, and known technical risks associated with assigned customers or product areas. Use this knowledge to identify patterns, anticipate support needs, and improve issue resolution.
- Observability and Data-Driven Troubleshooting: Use observability, application monitoring, crash analytics, logs, telemetry, and available data to investigate product behavior and support root cause analysis. Apply tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks as appropriate to the investigation.
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.
Company Profile
Itron is innovating new ways for utilities and cities to manage energy and water. As a proven global leader with customers in over 100 countries, we build innovative solutions, create new efficiencies, connect communities, encourage conservation and increase resourcefulness for our customers. Itron’s portfolio of intelligent networks, software, services, meters and sensors provide greater visibility and more control of the world’s energy and water delivery systems.
