{"schemaVersion":"jobsearcher.job.v1","id":"f298bf791cd6a05e3361762a","url":"https://jobsearcher.com/jobs/f298bf791cd6a05e3361762a","canonicalUrl":"https://jobsearcher.com/jobs/f298bf791cd6a05e3361762a","title":"Technical Support & Solutions Manager","description":"Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.\r\nItron is seeking a Technical Support & Solutions Manager to build, lead, and elevate our enterprise support function for critical infrastructure customers. In this high-impact role, you will design and operationalize scalable support processes that deliver an exceptional customer experience, strengthen product feedback loops, and ensure responsive and reliable support for our utility clients.\r\nYou will serve as the operational owner of technical support, collaborating closely with Engineering, Customer Success, and global support teams to drive timely issue resolution, transparent communication, and continuous solution improvement. This role also provides technical advisory support on active deployments, acting as a consultative escalation point—not an implementation owner.\r\nThis position is ideal for an accountable, innovative, and customer-centric leader who thrives in a collaborative and agile environment and is energized by building operational maturity as our enterprise SaaS business scales.\r\nDuties & Responsibilities\r\nSupport Process Ownership\r\nDesign, implement, and continuously improve scalable enterprise support processes aligned with Itron's customer-first values.\r\nDefine SLAs, severity classifications, escalation paths, and communication frameworks.\r\nOversee ticket triage, prioritization, queue health, and resolution tracking to ensure consistent and accountable execution.\r\nEnsure clear, professional, and authentic communication with customers throughout the ticket lifecycle.\r\nDrive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality.\r\nBuild and maintain a comprehensive knowledge base and support documentation to improve agility and self-service.\r\nDevelop dashboards, operational metrics, and executive-level reporting that offer transparent insights for internal and customer stakeholders.\r\nCustomer Experience & Escalation Management\r\nServe as the escalation point for high-severity issues requiring technical, operational, or cross-functional intervention.\r\nUphold enterprise-grade responsiveness and problem-solving to maintain customer trust in critical infrastructure environments.\r\nIdentify recurring friction points and lead collaborative, cross-functional initiatives to resolve them.\r\nRepresent customer support themes and insights within product, engineering, and solution-planning forums.\r\nTechnical Advisory Support\r\nProvide technical consultation during implementations, supporting architecture, integration, and configuration best practices.\r\nAssist with troubleshooting during early deployments to ensure smooth transitions to steady-state operations.\r\nAct as a subject-matter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding.\r\nSteady-State Solution Support Ownership\r\nOwn ongoing support for customer-specific configurations, integrations, environments, and deployed solutions.\r\nEnsure seamless transition from implementation to long-term support with high-quality documentation and knowledge handoff.\r\nMonitor recurring issues and proactively recommend improvements to enhance solution stability and customer value.\r\nServe as a long-term technical support point of contact for enterprise customers.\r\nTeam Leadership & Global Operations\r\nManage and develop India-based support representatives, fostering an accountable, collaborative, and growth-oriented culture.\r\nSet clear expectations for performance, quality, SLAs, and customer communication.\r\nProvide coaching, continuous feedback, and career development opportunities.\r\nPartner with Engineering leadership to maintain effective escalation workflows and operational alignment.\r\nBuild a scalable global support coverage model that meets the needs of a growing enterprise customer base.\r\nParticipate in hiring as support volume and team capacity expand.\r\nNote: This role does not own implementation, delivery, or project management.\r\nRequired Skills & Experience\r\n7+ years of experience in enterprise SaaS technical support, support operations, or customer technical operations.\r\nProven experience supporting large enterprise customers with complex operational and stakeholder environments.\r\nStrong expertise with support tooling such as Jira Service Management, Zendesk, ServiceNow, or similar.\r\nDemonstrated ability to partner effectively with Engineering on triage, debugging, prioritization, and defect management.\r\nExperience defining, maturing, and scaling support processes within a growing organization.\r\nStrong written and verbal communication skills with a customer-centric, transparent, and solution-oriented approach.\r\nAbility to work authentically, collaboratively, and with high accountability in a fast-moving environment.\r\nPreferred Skills & Experience\r\nExperience supporting utility, industrial, or regulated infrastructure customers.\r\nBackground in technical architecture, solutions engineering, or implementation support.\r\nKnowledge of cloud platforms, APIs, integrations, and modern enterprise technology stacks.\r\nExperience supporting mobile and web applications in field or distributed operational environments.\r\nWhy This Role Matters\r\nOur customers operate critical infrastructure where reliability, responsiveness, and clarity are essential. Exceptional support directly strengthens customer trust, renewal outcomes, and solution performance. This role will establish the global support foundation needed as we scale from 6 to 10–12 enterprise customers over the next 18 months—ensuring Itron continues to deliver innovative, customer-centric, and operationally excellent solutions in the utility and energy sector.\r\nBenefits Info\r\nThis position also includes a competitive benefit package including: financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!\r\nItron 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!\r\nThe successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.\r\nItron 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.\r\nItron 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\r\nJ-18808-Ljbffr","company":"Itron","rawCompany":"itron","city":"Springfield","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-05-14T03:21:14.939Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support & Solutions Manager","description":"Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.\r\nItron is seeking a Technical Support & Solutions Manager to build, lead, and elevate our enterprise support function for critical infrastructure customers. In this high-impact role, you will design and operationalize scalable support processes that deliver an exceptional customer experience, strengthen product feedback loops, and ensure responsive and reliable support for our utility clients.\r\nYou will serve as the operational owner of technical support, collaborating closely with Engineering, Customer Success, and global support teams to drive timely issue resolution, transparent communication, and continuous solution improvement. This role also provides technical advisory support on active deployments, acting as a consultative escalation point—not an implementation owner.\r\nThis position is ideal for an accountable, innovative, and customer-centric leader who thrives in a collaborative and agile environment and is energized by building operational maturity as our enterprise SaaS business scales.\r\nDuties & Responsibilities\r\nSupport Process Ownership\r\nDesign, implement, and continuously improve scalable enterprise support processes aligned with Itron's customer-first values.\r\nDefine SLAs, severity classifications, escalation paths, and communication frameworks.\r\nOversee ticket triage, prioritization, queue health, and resolution tracking to ensure consistent and accountable execution.\r\nEnsure clear, professional, and authentic communication with customers throughout the ticket lifecycle.\r\nDrive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality.\r\nBuild and maintain a comprehensive knowledge base and support documentation to improve agility and self-service.\r\nDevelop dashboards, operational metrics, and executive-level reporting that offer transparent insights for internal and customer stakeholders.\r\nCustomer Experience & Escalation Management\r\nServe as the escalation point for high-severity issues requiring technical, operational, or cross-functional intervention.\r\nUphold enterprise-grade responsiveness and problem-solving to maintain customer trust in critical infrastructure environments.\r\nIdentify recurring friction points and lead collaborative, cross-functional initiatives to resolve them.\r\nRepresent customer support themes and insights within product, engineering, and solution-planning forums.\r\nTechnical Advisory Support\r\nProvide technical consultation during implementations, supporting architecture, integration, and configuration best practices.\r\nAssist with troubleshooting during early deployments to ensure smooth transitions to steady-state operations.\r\nAct as a subject-matter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding.\r\nSteady-State Solution Support Ownership\r\nOwn ongoing support for customer-specific configurations, integrations, environments, and deployed solutions.\r\nEnsure seamless transition from implementation to long-term support with high-quality documentation and knowledge handoff.\r\nMonitor recurring issues and proactively recommend improvements to enhance solution stability and customer value.\r\nServe as a long-term technical support point of contact for enterprise customers.\r\nTeam Leadership & Global Operations\r\nManage and develop India-based support representatives, fostering an accountable, collaborative, and growth-oriented culture.\r\nSet clear expectations for performance, quality, SLAs, and customer communication.\r\nProvide coaching, continuous feedback, and career development opportunities.\r\nPartner with Engineering leadership to maintain effective escalation workflows and operational alignment.\r\nBuild a scalable global support coverage model that meets the needs of a growing enterprise customer base.\r\nParticipate in hiring as support volume and team capacity expand.\r\nNote: This role does not own implementation, delivery, or project management.\r\nRequired Skills & Experience\r\n7+ years of experience in enterprise SaaS technical support, support operations, or customer technical operations.\r\nProven experience supporting large enterprise customers with complex operational and stakeholder environments.\r\nStrong expertise with support tooling such as Jira Service Management, Zendesk, ServiceNow, or similar.\r\nDemonstrated ability to partner effectively with Engineering on triage, debugging, prioritization, and defect management.\r\nExperience defining, maturing, and scaling support processes within a growing organization.\r\nStrong written and verbal communication skills with a customer-centric, transparent, and solution-oriented approach.\r\nAbility to work authentically, collaboratively, and with high accountability in a fast-moving environment.\r\nPreferred Skills & Experience\r\nExperience supporting utility, industrial, or regulated infrastructure customers.\r\nBackground in technical architecture, solutions engineering, or implementation support.\r\nKnowledge of cloud platforms, APIs, integrations, and modern enterprise technology stacks.\r\nExperience supporting mobile and web applications in field or distributed operational environments.\r\nWhy This Role Matters\r\nOur customers operate critical infrastructure where reliability, responsiveness, and clarity are essential. Exceptional support directly strengthens customer trust, renewal outcomes, and solution performance. This role will establish the global support foundation needed as we scale from 6 to 10–12 enterprise customers over the next 18 months—ensuring Itron continues to deliver innovative, customer-centric, and operationally excellent solutions in the utility and energy sector.\r\nBenefits Info\r\nThis position also includes a competitive benefit package including: financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!\r\nItron 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!\r\nThe successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.\r\nItron 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.\r\nItron 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\r\nJ-18808-Ljbffr","datePosted":"2026-05-14T03:21:14.939Z","dateModified":"2026-05-14T03:21:14.939Z","hiringOrganization":{"@type":"Organization","name":"Itron","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Springfield","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f298bf791cd6a05e3361762a"},"url":"https://jobsearcher.com/jobs/f298bf791cd6a05e3361762a"}}