Senior Technical Support Engineer (L3/L4)

We believe the way we manage energy and water will define this century. By joining the Itron team, you can help ensure these precious resources are available to future generations.

Are you up for the challenge?

Maintains direct contact with customers before after and / or after before the sale. Supports sales team by developing and maintaining positive customer relations (CRM) with clients / customers, which can substantially affect service and / or product revenue(s).

Works with various departments to meet maintenance services sales goals. Works with customers and / or distributors to receive accurate account of product failures and provides reports to management.

Focus of work may be in pre-sale or post-sales or both.

Duties and Responsibilities :

Work with our customers over Phone, Email, or Chat.

Work independently with strategic direction from supervisors, contributing to strategic and tactical team planning.

Focused on Service Level Agreements, quality work and timely responses.

Troubleshoot and resolve highly complex problems.

Install, maintain and administer system operations, networking, software and equipment.

Investigate product and process related problems.

Develop solutions to hardware, software and process related issues.

Create and maintain product and internal department and training documentation and files.

Contribute to current and future product development to ensure customer issues are addressed and changes to product do not negatively impact the customer.

Advise management on approvals for new product or update releases.

Provide assistance in the design, development and maintenance of various system applications.

Train internal employees and customers in configuration, troubleshooting and use of products.

Prepare briefings, reports, presentations and evaluations on system efficiency and utilization.

Participate on the beta phase of product development teams.

Implement solutions for customers (install, configure, test, train, customize)

Work as a borrowed 'Technical Consultant' for Delivery revenue projects, required travel, remote project support along with current support responsibilities.

Mentor less experienced team members.

Proficient SQL Database experience including DBMS and queries (MSSQL and / or Oracle).

Proficient understanding of networking (load balancing, firewalls, security, certificates) experience.

Proficient Utility (Electric / Water / Gas) business / metering / product understanding

Proficient understanding in debugging / programming (especially with MS .NET and C#)

Proficient Microsoft Windows Client / Server OS knowledge (for upgrades, certificate info, security, IIS, etc.)

This position requires a minimum of 4 years of related experience

Bachelor's degree in related field or equivalent experience is required

Travel : 0-10%

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees.

If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway.

In the end, you may be just who we are looking for!

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience.

San Jose - Salary between $150K - $200K base salary.

Itron is proud to be an Equal Opportunity, Affirmative Action Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services.

We are dedicated to creating a more resourceful world.

LI-MB1