L3 Application Support Engineer

Itron, Inc. • Raleigh, NC

19h • Hybrid

About The Position

Itron is seeking an L3 Application Support Engineer to ensure the reliability, performance, and customer success of its enterprise applications. This role involves serving as a senior technical escalation point, mentoring peers, and collaborating with cross-functional teams to resolve complex issues affecting customers and critical infrastructure in the Utilities & Energy sector. The ideal candidate is customer-centric, accountable, agile, collaborative, and motivated by solving complex technical challenges in a mission-driven environment.

Requirements

• 5+ years of experience in a technical or application support role supporting enterprise software products
• 2+ years of hands-on experience working with UNIX/Linux environments; scripting experience is a plus
• 2+ years of experience supporting Java-based applications
• 2+ years of experience with client/server architectures and relational databases, including understanding schemas, database structures, and writing SQL queries
• 1+ year of experience with networking fundamentals, including packet flow analysis and TCP session establishment
• Experience supporting SOAP and Web Services
• Experience troubleshooting software in enterprise environments with a strong customer-first mindset
• Demonstrated ability to manage multiple priorities effectively while maintaining high quality and attention to detail
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams and geographies
• Proven ability to put customers first, act with integrity, and follow through on commitments
• Experience mentoring or supporting the development of other technical professionals
• Two- or four-year technical college degree or equivalent practical experience

Nice To Haves

• Experience supporting RF networking or wireless technologies
• Background working with networking, security, or wireless technology platforms
• Experience in Utilities, Energy, or other mission-critical infrastructure environments
• Familiarity with incident, problem, and change management processes
• Demonstrated ability to proactively identify opportunities for process improvement and innovation
• Comfort working in hybrid or distributed team environments with a collaborative, inclusive approach

Responsibilities

• Serve as a senior technical escalation point (Level 3) for complex application and platform issues impacting customers in the Utilities & Energy sector
• Diagnose, reproduce, isolate, and resolve advanced software, networking, and system issues across diverse enterprise environments
• Take end-to-end ownership of incidents, managing cases through the full lifecycle in the incident management system with a strong focus on accountability and timely resolution
• Collaborate cross-functionally with Engineering, Operations, Project Management, and Product teams to drive root cause analysis and long-term solutions
• Mentor and coach Application and Technical Support Engineers, sharing troubleshooting methodologies, best practices, and product knowledge
• Become a subject matter expert in Itron applications, developing a deep understanding of how systems function, integrate, and support customer outcomes
• Create and maintain clear, inclusive, and accessible knowledge base and support documentation to enhance customer and internal team success
• Troubleshoot application behavior across operating systems, databases, networks, and RF environments, applying structured and innovative problem-solving approaches
• Communicate complex technical concepts clearly and authentically to both technical and non-technical stakeholders
• Continuously develop skills through self-learning and knowledge sharing, contributing to an agile and innovative support organization

Benefits

• competitive benefit package including; financial, social, health and wellbeing programs
• paid vacation
• 401k matching
• employee stock purchase program
• hybrid work schedule
• Generous and flexible paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees