Technical Support & Solutions Manager

Itron • Raleigh, NC

4d • Hybrid

About The Position

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. Join us. Itron is seeking 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 ensure responsive and reliable support for our utility clients. You will serve as the operational owner of technical support, collaborating closely with Engineering, Customer Success, and global support teams to drive timely issue resolution, transparent communication, and continuous solution improvement. This role also provides technical advisory support on active deployments, acting as a consultative escalation point—not an implementation owner. This position is ideal for an accountable, innovative, and customer‑centric leader who thrives in a collaborative and agile environment and is energized by building operational maturity as our enterprise SaaS business scales. Duties & Responsibilities Support Process Ownership 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. Customer Experience & Escalation Management 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. Technical Advisory Support 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 complex customer scenarios requiring advanced problem diagnosis or systems understanding. Steady‑State Solution Support Ownership 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. Team Leadership & Global Operations 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. Note: This role does not own implementation, delivery, or project management.

Requirements

• 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, ServiceNow, 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.

Nice To Haves

• 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.

Responsibilities

• Support Process Ownership 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.
• Customer Experience & Escalation Management 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.
• Technical Advisory Support 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 complex customer scenarios requiring advanced problem diagnosis or systems understanding.
• Steady‑State Solution Support Ownership 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.
• Team Leadership & Global Operations 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.

Benefits

• This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed