Serve as a senior technical escalation point (Level 3) for complex application and platform issues impacting customers in the Utilities & Energy sector
Diagnose, reproduce, isolate, and resolve advanced software, networking, and system issues across diverse enterprise environments
Take end‑to‑end ownership of incidents, managing cases through the full lifecycle in the incident management system with a strong focus on accountability and timely resolution
Collaborate cross‑functionally with Engineering, Operations, Project Management, and Product teams to drive root cause analysis and long‑term solutions
Mentor and coach Application and Technical Support Engineers, sharing troubleshooting methodologies, best practices, and product knowledge
Become a subject matter expert in Itron applications, developing a deep understanding of how systems function, integrate, and support customer outcomes
Create and maintain clear, inclusive, and accessible knowledge base and support documentation to enhance customer and internal team success
Troubleshoot application behavior across operating systems, databases, networks, and RF environments, applying structured and innovative problem‑solving approaches
Communicate complex technical concepts clearly and authentically to both technical and non‑technical stakeholders
Continuously develop skills through self‑learning and knowledge sharing, contributing to an agile and innovative support organization

5+ years of experience in a technical or application support role supporting enterprise software products
2+ years of hands-on experience working with UNIX/Linux environments; scripting experience is a plus
2+ years of experience supporting Java-based applications
2+ years of experience with client/server architectures and relational databases, including understanding schemas, database structures, and writing SQL queries
1+ year of experience with networking fundamentals, including packet flow analysis and TCP session establishment
Experience supporting SOAP and Web Services
Experience troubleshooting software in enterprise environments with a strong customer‑first mindset
Demonstrated ability to manage multiple priorities effectively while maintaining high quality and attention to detail
Strong written and verbal communication skills, with the ability to collaborate effectively across teams and geographies
Proven ability to put customers first, act with integrity, and follow through on commitments
Experience mentoring or supporting the development of other technical professionals
Two‑ or four‑year technical college degree or equivalent practical experience

Application Support Engineer

Key skills