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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Itron, Inc. - **Location:** Chicago, IL, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Android Software Development, Apple IOS, Software Applications, JIRA, Software as a Service, Cloud Computing, Database Theory, Programming Tools, Issue Tracking Systems, Spatial Data Infrastructures, SQL Databases, Postman, Mobile Os, Information Technology, Data Management, Api Design, Zendesk - **Published:** August 22, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88118310/1 ## About the Role * Bachelor's degree in Information Technology, Computer Science, Engineering, a related field, or equivalent professional experience. * 5+ years of experience in Technical Support, Technical Support Engineering, Customer Support Engineering, or a similar role supporting SaaS platforms. * Fluent in English and Spanish. * 1+ years of experience leading, mentoring, coaching, or coordinating technical support teams. * Strong technical expertise supporting application software, hardware, networking, APIs, mobile operating systems, and customer-facing technology solutions. * Experience troubleshooting iOS and Android mobile applications, device configurations, Mobile Device Management (MDM) tools, and end-user data issues. * Proficiency working with APIs and API testing tools such as Postman. * Experience reviewing logs, system diagnostics, browser developer tools, and other technical troubleshooting resources. * Working knowledge of database concepts and the ability to utilize SQL queries for troubleshooting purposes. * Experience with customer support platforms and ticketing systems such as Zendesk, Jira, or similar tools. * Demonstrated ability to manage complex customer situations, facilitate issue resolution, and de-escalate challenging interactions. * Strong analytical, problem-solving, and decision-making skills with a focus on identifying root causes and implementing sustainable solutions. * Excellent written, verbal, and interpersonal communication skills with the ability to translate technical concepts for both technical and non-technical audiences. * Ability to prioritize competing demands and thrive in a fast-paced, high-volume support environment. * Strong organizational skills, attention to detail, and commitment to delivering high-quality outcomes. * Proven ability to work independently while effectively collaborating across teams and departments. Preferred Skills & Experience * Experience supporting customers within the gas, electric utility, energy, or infrastructure industries. * Familiarity with GIS, mapping technologies, spatial data systems, and field workforce solutions. * Previous experience leading support operations in a SaaS environment serving enterprise customers. * Experience developing onboarding programs, training materials, or technical enablement initiatives. * Knowledge of support operations metrics, SLA management, workforce planning, and service improvement methodologies. * Demonstrated success identifying support trends and driving product, process, or workflow improvements. * Experience collaborating with Product and Engineering teams in agile development environments. * Technical certifications related to customer support, IT service management, cloud technologies, mobile device administration, or networking. * Experience supporting geographically distributed teams and customers across multiple regions. Physical Demands: This is a typical office job, with no special physical requirements or unusual work environment., The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience. ## Description The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support for Locusview solutions within Itron's portfolio. This role combines advanced technical expertise with people leadership, serving as a senior escalation resource while driving service excellence, team development, and cross-functional collaboration across Support, Product, Engineering, and Customer Success. The ideal candidate is a customer-focused leader who excels at solving complex technical challenges, mentoring team members, and fostering a collaborative, inclusive culture. They are accountable for operational results, agile in responding to customer and business needs, and committed to continuously improving support processes and the overall customer experience., * Lead, coach, and develop a team of Technical Support Engineers, fostering a collaborative, inclusive, and high-performing work environment. * Serve as the primary escalation point for complex technical issues involving SaaS applications, mobile platforms (iOS and Android), hardware, networking, APIs, and data management. * Provide real-time customer support through phone, email, and other communication channels while ensuring adherence to established Service Level Agreements (SLAs). * Champion a customer-centric approach by resolving issues efficiently, proactively identifying customer needs, and building trusted relationships with utility clients. * Guide team members through advanced troubleshooting techniques and support skills development through mentoring, coaching, and knowledge sharing. * Oversee ticket management activities, ensuring accurate prioritization, documentation, escalation, and timely resolution of customer issues. * Analyze application logs, JavaScript console outputs, system diagnostics, and troubleshooting data to identify root causes and coordinate escalations when necessary. * Partner with Product, Engineering, Customer Success, and other stakeholders to investigate defects, validate fixes, and communicate customer feedback. * Drive continuous process improvement initiatives by identifying trends, recommending solutions, and implementing best practices that reduce recurring incidents. * Ensure the creation, maintenance, and enhancement of knowledge base articles, troubleshooting guides, FAQs, and operational runbooks. * Support onboarding and training programs for new team members, creating opportunities for professional growth and career development. * Monitor team performance metrics, workflow efficiency, and customer satisfaction indicators to support operational excellence. * Promote accountability, transparency, and effective communication across the support organization. * Stay informed about industry trends, utility workflows, product enhancements, and emerging technologies to help drive innovation within the support function. * Contribute to strategic planning and operational initiatives that support organizational growth and customer success. ## Related Videos - [Are Your APIs Ready for AI Agents](https://www.wearedevelopers.com/videos/2004-are-your-apis-ready-for-ai-agents) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Your next 10x engineer isn't in your city. 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