Technical Support & Solutions Manager
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Job Description
Technical Support & Solutions Manager at Itron focused on scalable technical support for utility clients. Leading a global support team and improving customer experience in critical infrastructure environments.
Responsibilities:
- Design, implement, and continuously improve scalable enterprise support processes aligned with Itron’s customer‑first values
- Define SLAs, severity classifications, escalation paths, and communication frameworks
- Oversee ticket triage, prioritization, queue health, and resolution tracking to ensure consistent and accountable execution
- Ensure clear, professional, and authentic communication with customers throughout the ticket lifecycle
- Drive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality
- Build and maintain a comprehensive knowledge base and support documentation to improve agility and self-service
- Develop dashboards, operational metrics, and executive‑level reporting that offer transparent insights for internal and customer stakeholders
- Serve as the escalation point for high‑severity issues requiring technical, operational, or cross‑functional intervention
- Uphold enterprise‑grade responsiveness and problem‑solving to maintain customer trust in critical infrastructure environments
- Identify recurring friction points and lead collaborative, cross-functional initiatives to resolve them
- Represent customer support themes and insights within product, engineering, and solution‑planning forums
- Provide technical consultation during implementations, supporting architecture, integration, and configuration best practices
- Assist with troubleshooting during early deployments to ensure smooth transitions to steady‑state operations
- Act as a subject‑matter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding
- Own ongoing support for customer‑specific configurations, integrations, environments, and deployed solutions
- Ensure seamless transition from implementation to long‑term support with high‑quality documentation and knowledge handoff
- Monitor recurring issues and proactively recommend improvements to enhance solution stability and customer value
- Serve as a long‑term technical support point of contact for enterprise customers
- Manage and develop India‑based support representatives, fostering an accountable, collaborative, and growth‑oriented culture
- Set clear expectations for performance, quality, SLAs, and customer communication
- Provide coaching, continuous feedback, and career development opportunities
- Partner with Engineering leadership to maintain effective escalation workflows and operational alignment
- Build a scalable global support coverage model that meets the needs of a growing enterprise customer base
- Participate in hiring as support volume and team capacity expand
Requirements:
- 7+ years of experience in enterprise SaaS technical support, support operations, or customer technical operations
- Proven experience supporting large enterprise customers with complex operational and stakeholder environments
- Strong expertise with support tooling such as Jira Service Management, Zendesk, ServiceNow, or similar
- Demonstrated ability to partner effectively with Engineering on triage, debugging, prioritization, and defect management
- Experience defining, maturing, and scaling support processes within a growing organization
- Strong written and verbal communication skills with a customer‑centric, transparent, and solution‑oriented approach
- Ability to work authentically, collaboratively, and with high accountability in a fast‑moving environment
Benefits:
- financial, social, health and wellbeing programs
- paid vacation
- 401k matching
- employee stock purchase program
- hybrid work schedule
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