Technical Support & Solutions Manager

Overview

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.

• 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 advanced problem diagnosis or systems understanding in complex customer scenarios.
• Partner with Engineering to improve production observability, monitoring, alerting, and diagnostic workflows to enable faster issue detection, triage, and root‑cause identification.
• Lead technical incident triage and coordinate cross‑functional root‑cause analysis efforts for complex production issues, including identification of systemic corrective and preventative actions.
• 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.

This role does not own implementation, delivery, or project management.

• 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, Service Now, 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.

• Experience supporting utility, industrial, or regulated infrastructure customers.
• Background in…