L3 Application Support Engineer at Itron

**Who this is for** An experienced application support professional looking to take ownership of complex technical escalations for mission-critical enterprise s

Work type: hybrid

Location: United States of America, North Carolina, Raleigh | United States of America, Texas, Austin

Type: Full-time

Summary

**Who this is for** An experienced application support professional looking to take ownership of complex technical escalations for mission-critical enterprise software. **Key highlights** This role serves as a Level 3 technical escalation point for the Utilities and Energy sector, focusing on root cause analysis, system integration, and mentorship within an agile support team. **You might be a good fit if you...** - Have 5+ years of experience supporting enterprise software products. - Are proficient in UNIX/Linux environments and Java-based application troubleshooting. - Possess strong knowledge of relational databases and SQL queries. - Demonstrate excellent communication skills and a customer-first approach to solving complex networking and software issues.

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 empowers utilities and energy providers to make informed, flexible decisions through innovative technology solutions. As an L3 Application Support Engineer, you will play a critical role in ensuring the reliability, performance, and customer success of Itron’s enterprise applications. You will serve as a technical escalation point, mentor peers, and collaborate closely with cross‑functional teams to resolve complex issues that impact customers and critical infrastructure.

## This role is well‑suited for someone who is customer‑centric, accountable, agile, collaborative, and motivated by solving complex technical challenges in a mission‑driven environment.

## Duties and Responsibilities

## 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

## Required Skills & Experience

## 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

## Preferred Skills & Experience

## Experience supporting RF networking or wireless technologies

## Background working with networking, security, or wireless technology platforms

## Experience in Utilities, Energy, or other mission‑critical infrastructure environments

## Familiarity with incident, problem, and change management processes

## Demonstrated ability to proactively identify opportunities for process improvement and innovation

## Comfort working in hybrid or distributed team environments with a collaborative, inclusive approach

## Benefits Info:This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

#LI-QW1

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 wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

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

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: [www.itron.com](https://www.itron.com)

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