Technical Support Analyst at Itron in Bangalore

Job description

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 Resiliency Solutions is an innovative business unit within Itron focused on solving mission critical problems for utilities through software and AI. Resiliency Solutions offers unique, market leading solutions for front-line worker safety, storm response, excavation damage prevention, construction management, and many more. These software and AI solutions solve end-to-end challenges for the utilities that power our society and are used by the largest and most complex organizations in the world such as National Grid, Southern Company, and Exelon. Itron Resiliency Solutions is a global, diverse team of builders and innovators who tackle previously impossible challenges for our customers. If you have a desire to challenge yourself, solve impactful problems, and work with a passionate and talented team, this is the place. Position Summary As a Technical Support Analyst, you will work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex and escalated inquiries related to our AI-powered software products and services. The Technical Support Analyst is a highly skilled technical support professional who is passionate about customer success, technically strong, analytical, and able to independently investigate and resolve issues with broad customer or business impact. This role requires sound judgment in selecting troubleshooting methods, deep product knowledge, and the ability to work cross-functionally with our Implementation, Customer Success, Machine Learning, Engineering, and Product teams. We are seeking an exceptional and energetic Technical Support Analyst who thrives in a high-growth environment, takes ownership of difficult technical problems, contributes to improvements across the support organization, and helps raise the technical capability of the team. Duties & Responsibilities Customer Support: 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. Complex Issue Ownership: 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. Technical Account Stewardship: 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. Observability and Data-Driven Troubleshooting: 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. Cross-Functional Collaboration and Product Influence: 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. Process Improvement: Identify gaps, recurring issues, and improvement opportunities within support processes, tooling, documentation, and workflows. Develop practical solutions and help drive those improvements through implementation. Docume