Technical Support & Solutions Manager

About the Role

Itron is looking for 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 provide reliable support for our utility clients.

• Support Process Ownership
  :
  Design, implement, and continuously improve scalable enterprise support processes. Define SLAs, severity classifications, escalation paths, and communication frameworks, oversee ticket triage, prioritization, and resolution tracking, ensure professional communication with customers, drive root‑cause analysis with engineering, build knowledge base, develop dashboards and executive reporting.
• Customer Experience & Escalation Management
  :
  Act as escalation point for high‑severity issues, maintain enterprise‑grade responsiveness, identify recurring friction points, lead cross‑functional initiatives, represent support insights within product and engineering forums.
• Technical Advisory Support
  :
  Provide technical consultation during implementations, support architecture and integration best practices, troubleshoot early deployments, act as subject‑matter expert for complex scenarios, partner with engineering to improve observability and monitoring, lead technical incident triage and root‑cause analysis.
• Steady‑State Solution Support Ownership
  :
  Own ongoing support for customer‑specific configurations, integrations, and environments, ensure seamless transition from implementation to long‑term support, provide high‑quality documentation, monitor recurring issues, recommend improvements, serve as long‑term technical support contact.
• Team Leadership & Global Operations
  :
  Manage and develop India‑based support representatives, set performance and SLA expectations, provide coaching and career development, collaborate with engineering leadership, build scalable global support coverage, participate in hiring.

• 7+ years of experience in enterprise SaaS technical support, support operations, or customer technical operations.
• Proven experience supporting large enterprise customers in 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 technical architecture, solutions engineering, or implementation support.
• Knowledge of cloud platforms, APIs, integrations, and modern enterprise technology stacks.
• Experience supporting mobile and web applications in field or distributed operational environments.

• Competitive salary range of $96,000 – $205,250, subject to location and experience.
• Benefits package including financial, social, health and wellbeing programs, paid vacation, 401(k) matching, employee stock purchase program, hybrid work schedule.

Itron is a proud Equal Opportunity Employer and an affirmative action employer. If you require an accommodation to apply, please contact a recruiting representative at 1‑800‑635‑5461 or email