What are the responsibilities and job description for the Technical Support Engineer position at Itron, Inc.?
Itron is revolutionizing how utilities and cities manage energy and water. We are committed to creating a more sustainable, resourceful world. Join us.
Itron is seeking a Technical Support Engineer to join our team! Network, device, and system support however you want it-all from a team with a 95% Customer Loyalty Index score. As a Technical Support Engineer, you will be a key contributor to our team, working directly with customers to provide advanced troubleshooting, support, and guidance on Itron's innovative products and solutions. This role ensures customer satisfaction and success by solving complex technical challenges and enhancing product performance.Duties and Responsibilities:- Provide advanced technical support and expertise for customers, both pre- and post-sales.
- Troubleshoot and resolve highly complex hardware, software, and system-level issues.
- Collaborate cross-functionally with engineering, product management, and other teams to address product-related problems and develop effective solutions.
- Create, maintain, and enhance technical documentation, training materials, and internal knowledge bases.
- Train internal teams and customers on configuration, troubleshooting, and product use.
- Actively contribute to product development by advising on customer feedback, beta testing, and assessing impacts of updates on customer operations.
- Install, configure, and test systems and software for customer implementations.
- Participate as a technical consultant in customer delivery projects, requiring occasional travel and remote support.
- Mentor and provide guidance to less experienced team members, fostering their technical and professional growth.
- Analyze and report on system performance, efficiency, and utilization.
- Assist with the design, development, and maintenance of various system applications and tools.
- 3 years of experience in technical support, engineering, or a related field.
- Strong problem-solving skills and ability to resolve complex technical issues independently.
- Proficiency in system operations, networking, and software configuration.
- Excellent verbal and written communication skills for customer interactions and documentation.
- Must be available for on-call shifts, rotating approximately every three months.
- Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent experience.
- Experience with energy, water, or utility systems is a plus.
- Familiarity with CRM tools and technical reporting.
- Ability to manage multiple priorities and projects effectively.
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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 salary will be determined based on permissible, non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity, Affirmative Action Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.
Itron is an Equal Opportunity, Affirmative Action Employer. Qualified applicants are considered without regard to race, color, religion, sex, age, national origin, citizenship, sexual orientation, marital status, pregnancy, medical condition, veteran status, disability, genetic information, gender identity or other characteristics protected by law.
