BENGALURU · FULLTIME
Technical Support Analyst
Itron
Bengaluru · onsite · Posted 34d ago
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Undisclosed1–5 yrsfulltimeBengaluru
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Section · 01
About this role
Position Summary
Duties & Responsibilities
Required Skills & Experience
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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.
- Documentation and Knowledge Management: 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.
- Release Testing: 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.
- Operational Performance: 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.
- Training and Team Development: 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.
Required Skills & Experience
- Customer Focus: Passionate about helping customers with empathy, professionalism, and a strong sense of ownership.
- Enterprise SaaS Experience: Experience supporting B2B enterprise SaaS customers in a technical support, production support, application support, or similar role.
- Advanced Troubleshooting: Demonstrated ability to independently investigate complex and escalated technical issues, think critically, investigate beyond obvious symptoms, and consider multiple possible root causes and solutions.
- Technical Aptitude: Strong technical aptitude and the ability to understand, investigate, and clearly explain complex technical products, integrations, workflows, and issues.
- Observability Tools: 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.
- Data Skills: Working knowledge of SQL for analyzing data and troubleshooting issues. Familiarity with Python is beneficial for understanding automation, debugging workflows, or supporting technical investigations.
- Support Platforms: Experience using support and work management tools such as Zendesk, Jira, ServiceNow, Salesforce, or similar platforms.
- Independent Judgment: Ability to work independently, select appropriate troubleshooting methods, manage ambiguity, and make sound decisions within the scope of the role.
- Communication: Excellent verbal and written communication skills, including the ability to document technical findings clearly for customers and internal stakeholders.
- Organization: Strong organizational skills and the ability to prioritize and deliver on multiple competing priorities in a high-growth environment.
- Leadership and Knowledge Sharing: Ability to mentor peers, share technical expertise, contribute to team learning, and help improve support practices and customer outcomes.
- Continuous Improvement: A demonstrated mindset of identifying recurring problems, proposing improvements, and following through on solutions rather than only resolving individual incidents.
- Industry Knowledge: Familiarity with the utility, safety, damage prevention, or related industries is a plus.
- Education Required: Bachelors or masters degree in computer science, Electronics & Communication Engineering, Electrical Engineering, Embedded Systems, or a related technical discipline.
- Availability: Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays.
- Working Model: Hybrid: In office 1-3 days per week to foster collaboration with Engineering partners.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
AutomationCustomer SupportTechnical SupportAnalyticsApplication SupportdebuggingPythonSQLsalesforceProduction Support
Section · Company
About Itron
Itron
Waste Management
650
employees
1977
49 years old
Bangalore / Bengaluru, Karnataka
India
₹22.2L PA avg
Avg at Itron
About
Itron provides technologies that enable utilities and municipalities to effectively manage critical energy and water delivery services across various global communities.
Industries
Waste ManagementInternetFacility Management Services
Employee ratings
10 reviews
4.6/ 5
Culture
4.7
Career growth
3.9
Work-life
4.8
Employees rate it well for
Company Culture46Work-Life Balance46
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