Itron is hiring for the role of Technical Support Analyst!

Responsibilities of the Candidate:

- Own technical support for enterprise customers experiencing issues with our SaaS products through email, chat, phone, and ticketing systems. Provide timely, accurate, and empathetic support while maintaining clear communication throughout the investigation.
- Independently investigate, troubleshoot, and resolve escalated and highly complex technical problems. Use sound judgment to determine the appropriate investigative approach, examine multiple possible root causes, and coordinate with Engineering, Product, Machine Learning, or other teams when additional expertise is required while maintaining ownership of the customer issue through resolution.
- Develop and maintain a strong understanding of the technology, configuration, integrations, workflows, and known technical risks associated with assigned customers or product areas. Use this knowledge to identify patterns, anticipate support needs, and improve issue resolution.
- Use observability, application monitoring, crash analytics, logs, telemetry, and available data to investigate product behavior and support root cause analysis. Apply tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks as appropriate to the investigation.
- Partner with Implementation, Customer Success, Machine Learning, Engineering, and Product teams to resolve customer-impacting issues. Translate support findings into clear technical information, identify recurring product problems, and recommend improvements that address customer needs and reduce future support demand.
- Identify gaps, recurring issues, and improvement opportunities within support processes, tooling, documentation, and workflows. Develop practical solutions and help drive those improvements through implementation.
- Maintain detailed and accurate records of customer interactions, investigations, findings, and resolutions.



Create and maintain customer-facing knowledge base articles, internal troubleshooting documentation, technical briefings, reports, and other support materials.
- Participate in pre- and post-production release testing to validate functionality, identify potential issues, and clearly and effectively document and report findings to the appropriate stakeholders. Apply support knowledge and customer use cases to help identify release risks.
- Support the successful execution of department goals by meeting service level agreements and contributing to team performance objectives. Track and monitor relevant KPIs, identify trends or risks, and provide findings or recommended actions when performance requires attention.
- Share technical knowledge with internal employees and customers through training, coaching, documentation, and knowledge transfer. Serve as a resource for less experienced team members and may participate in onboarding or other team development activities.

Requirements:

- Passionate about helping customers with empathy, professionalism, and a strong sense of ownership.

- Experience supporting B2B enterprise SaaS customers in a technical support, production support, application support, or similar role.

- Demonstrated ability to independently investigate complex and escalated technical issues, think critically, investigate beyond obvious symptoms, and consider multiple possible root causes and solutions.

- Strong technical aptitude and the ability to understand, investigate, and clearly explain complex technical products,



integrations, workflows, and issues.

- Experience using observability and application monitoring tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks, with the ability to use telemetry, logs, crash data, and system insights to support troubleshooting and root cause analysis.

- Working knowledge of SQL for analyzing data and troubleshooting issues. Familiarity with Python is beneficial for understanding automation, debugging workflows, or supporting technical investigations.

- Experience using support and work management tools such as Zendesk, Jira, ServiceNow, Salesforce, or similar platforms.

- Ability to work independently, select appropriate troubleshooting methods, manage ambiguity, and make sound decisions within the scope of the role.

- Excellent verbal and written communication skills, including the ability to document technical findings clearly for customers and internal stakeholders.

- Strong organizational skills and the ability to prioritize and deliver on multiple competing priorities in a high-growth setting.

- Ability to mentor peers, share technical expertise, contribute to team learning, and help improve support practices and customer outcomes.

- A demonstrated mindset of identifying recurring problems, proposing improvements, and following through on solutions rather than only resolving individual incidents.

- Familiarity with the utility, safety, damage prevention, or related industries is a plus.

- Bachelor's or master's degree in computer science, Electronics & Communication Engineering, Electrical Engineering, Embedded Systems, or a related technical discipline.

- Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays.

- Hybrid: In office 1-3 days per week to foster collaboration with Engineering partners.

📌 Technical Support Analyst (Bengaluru)
🏢 Recognized
📍 Bengaluru