Technical Support Engineering Team Lead

Itron, Inc.•Chicago, IL

4d•Hybrid

About The Position

The Technical Support Engineering Team Lead 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.