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Saas Support Engineer Jobs (NOW HIRING)

Itron, Inc.

Technical Support Engineer

Chicago, IL · On-site

Serve as the primary escalation point for complex technical issues involving SaaS applications ... Support Engineering, Customer Support Engineering, or a similar role supporting SaaS platforms.

Itron, Inc

Technical Support Engineer

Chicago, IL · On-site

Serve as the primary escalation point for complex technical issues involving SaaS applications ... Support Engineering, Customer Support Engineering, or a similar role supporting SaaS platforms.

Itron, Inc.

Technical Support Engineer

Chicago, IL · On-site

$100 - $125/hr

Serve as the primary escalation point for complex technical issues involving SaaS applications ... Support Engineering, Customer Support Engineering, or a similar role supporting SaaS platforms.

Itron, Inc.

Technical Support Engineer

Chicago, IL · On-site

Serve as the primary escalation point for complex technical issues involving SaaS applications ... Support Engineering, Customer Support Engineering, or a similar role supporting SaaS platforms.

Anthropic

Support Engineer

San Francisco, CA · On-site

$210K - $250K/yr

As a Support Engineer, you'll be providing high-touch, deeply contextual support to a defined book ... Are deeply fluent with APIs and technical SaaS products, and can read technical documentation ...

Posh AI

Support Engineer

$95K - $110K/yr

About the Role Posh is seeking a skilled Support Engineer to join our growing Support Department ... Analytical Skills: Proven ability to troubleshoot SaaS platforms and API integrations.

Scratch Financial

Technical Support Engineer

$110K - $120K/yr

The ideal candidate has a strong foundation in SaaS and payments infrastructure, thrives when ... What We Are Looking For * 4+ years in technical support, support engineering, or a related ...

TRULEO

Support Engineer

Greenville, SC · Remote

$100K/yr

About the Role We're looking for a technically-minded Support Engineer to own the operational ... Experience supporting SaaS products * Familiarity with public safety, law enforcement, CJIS, or ...

Truleo, Inc.

Support Engineer

Greenville, SC · On-site

$80 - $100/hr

About the Role We're looking for a technically-minded Support Engineer to own the operational ... Experience supporting SaaS products * Familiarity with public safety, law enforcement, CJIS, or ...

Truleo

Support Engineer

Greenville, SC · On-site

$100K/yr

About the Role We're looking for a technically-minded Support Engineer to own the operational ... Experience supporting SaaS products * Familiarity with public safety, law enforcement, CJIS, or ...

Truleo

Support Engineer

Greenville, SC · On-site

$100K/hr

About the Role We're looking for a technically-minded Support Engineer to own the operational ... Experience supporting SaaS products * Familiarity with public safety, law enforcement, CJIS, or ...

Zinier

Customer Support Associate (JavaScripting Expert)

$18 - $24.50/hr

You'll work cross-functionally with Engineering, Product, Professional Services, and Customer ... SaaS environment supporting enterprise customers. Where the role is located Anywhere in the US ...

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Saas Support Engineer information

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$16

$39

$68

How much do saas support engineer jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for saas support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a SaaS Support Engineer?

SaaS Support Engineers are technical professionals who assist customers in using and troubleshooting Software as a Service (SaaS) products. They handle customer inquiries, resolve technical issues, and often work closely with product development teams to address bugs or feature requests. Their role requires both technical expertise and strong communication skills to ensure customer satisfaction and smooth product usage. They may also help with onboarding, integration, and providing feedback to improve the service.

What are the key skills and qualifications needed to thrive as a SaaS Support Engineer?

To thrive as a SaaS Support Engineer, you need strong troubleshooting abilities, knowledge of cloud-based software, and a background in computer science or IT. Familiarity with ticketing systems (like Zendesk or Jira), APIs, SQL databases, and possibly certifications in cloud platforms (such as AWS or Azure) is often expected. Outstanding communication, patience, and problem-solving skills help you effectively assist customers and collaborate with internal teams. These skills ensure efficient resolution of technical issues, high customer satisfaction, and the smooth operation of SaaS products.

What are some common challenges faced by SaaS Support Engineers, and how can they be managed effectively?

SaaS Support Engineers often encounter challenges like troubleshooting complex, multi-tenant environments and addressing a wide range of customer issues across different platforms. Managing these challenges requires strong analytical skills, effective communication, and a solid understanding of both the SaaS product and its underlying infrastructure. Collaborating closely with product, development, and customer success teams is essential to resolve issues efficiently and ensure a seamless user experience. Staying current with product updates and leveraging internal documentation can also help manage support cases more effectively.

What is the difference between Saas Support Engineer vs Customer Support Specialist?

AspectSaas Support EngineerCustomer Support Specialist
CredentialsTechnical certifications, knowledge of SaaS platformsCustomer service skills, basic technical knowledge
Work EnvironmentTechnical teams, SaaS companies, IT departmentsCustomer service centers, call centers, online support
Employer & IndustrySaaS providers, tech companiesVarious industries, including retail, telecom, tech
Search & Comparison IntentTechnical troubleshooting, SaaS support rolesCustomer service, client communication

While both roles involve assisting users, a Saas Support Engineer focuses on technical troubleshooting and resolving SaaS platform issues, often requiring technical certifications. In contrast, a Customer Support Specialist handles general customer inquiries and provides service support across various industries. The Saas Support Engineer role is more technical and specialized, whereas the Customer Support Specialist emphasizes customer communication skills.

What cities are hiring for Saas Support Engineer jobs?

Cities with the most Saas Support Engineer job openings:

What states have the most Saas Support Engineer jobs?

States with the most job openings for Saas Support Engineer jobs include:

What are popular job titles related to Saas Support Engineer jobs?

For Saas Support Engineer jobs, the most frequently searched job titles are:

Infographic showing various Saas Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

Technical Support Engineer

Chicago, IL • On-site

Itron, Inc.
Utilities • 5 - 10K employees
Learn more about Itron, Inc.external

Full-time

Medical, Retirement, PTO

Posted 19 days ago

Key responsibilities

  • Lead, coach, and develop a team of Technical Support Engineers to ensure high performance and collaboration.

  • Serve as the primary escalation point for complex technical issues involving SaaS applications, mobile platforms, hardware, networking, APIs, and data management.

  • Oversee ticket management activities, ensuring accurate prioritization, documentation, escalation, and timely resolution of customer issues.

Itron rating

7.0

Company rating: 7.0 out of 10

Based on 19 frontline employees who took The Breakroom Quiz

114th of 161 rated electronics manufacturers

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.
The Technical Support Engineer is a hands-on leader responsible for delivering exceptional support for Locusview solutions within Itron's portfolio. This role combines advanced technical expertise with people leadership, serving as a senior escalation resource while driving service excellence, team development, and cross-functional collaboration across Support, Product, Engineering, and Customer Success.
The ideal candidate is a customer-focused leader who excels at solving complex technical challenges, mentoring team members, and fostering a collaborative, inclusive culture. They are accountable for operational results, agile in responding to customer and business needs, and committed to continuously improving support processes and the overall customer experience.
Duties & Responsibilities
  • Lead, coach, and develop a team of Technical Support Engineers, fostering a collaborative, inclusive, and high-performing work environment.
  • Serve as the primary escalation point for complex technical issues involving SaaS applications, mobile platforms (iOS and Android), hardware, networking, APIs, and data management.
  • Provide real-time customer support through phone, email, and other communication channels while ensuring adherence to established Service Level Agreements (SLAs).
  • Champion a customer-centric approach by resolving issues efficiently, proactively identifying customer needs, and building trusted relationships with utility clients.
  • Guide team members through advanced troubleshooting techniques and support skills development through mentoring, coaching, and knowledge sharing.
  • Oversee ticket management activities, ensuring accurate prioritization, documentation, escalation, and timely resolution of customer issues.
  • Analyze application logs, JavaScript console outputs, system diagnostics, and troubleshooting data to identify root causes and coordinate escalations when necessary.
  • Partner with Product, Engineering, Customer Success, and other stakeholders to investigate defects, validate fixes, and communicate customer feedback.
  • Drive continuous process improvement initiatives by identifying trends, recommending solutions, and implementing best practices that reduce recurring incidents.
  • Ensure the creation, maintenance, and enhancement of knowledge base articles, troubleshooting guides, FAQs, and operational runbooks.
  • Support onboarding and training programs for new team members, creating opportunities for professional growth and career development.
  • Monitor team performance metrics, workflow efficiency, and customer satisfaction indicators to support operational excellence.
  • Promote accountability, transparency, and effective communication across the support organization.
  • Stay informed about industry trends, utility workflows, product enhancements, and emerging technologies to help drive innovation within the support function.
  • Contribute to strategic planning and operational initiatives that support organizational growth and customer success.

Required Skills & Experience
  • Bachelor's degree in Information Technology, Computer Science, Engineering, a related field, or equivalent professional experience.
  • 5+ years of experience in Technical Support, Technical Support Engineering, Customer Support Engineering, or a similar role supporting SaaS platforms.
  • Fluent in English and Spanish.
  • 1+ years of experience leading, mentoring, coaching, or coordinating technical support teams.
  • Strong technical expertise supporting application software, hardware, networking, APIs, mobile operating systems, and customer-facing technology solutions.
  • Experience troubleshooting iOS and Android mobile applications, device configurations, Mobile Device Management (MDM) tools, and end-user data issues.
  • Proficiency working with APIs and API testing tools such as Postman.
  • Experience reviewing logs, system diagnostics, browser developer tools, and other technical troubleshooting resources.
  • Working knowledge of database concepts and the ability to utilize SQL queries for troubleshooting purposes.
  • Experience with customer support platforms and ticketing systems such as Zendesk, Jira, or similar tools.
  • Demonstrated ability to manage complex customer situations, facilitate issue resolution, and de-escalate challenging interactions.
  • Strong analytical, problem-solving, and decision-making skills with a focus on identifying root causes and implementing sustainable solutions.
  • Excellent written, verbal, and interpersonal communication skills with the ability to translate technical concepts for both technical and non-technical audiences.
  • Ability to prioritize competing demands and thrive in a fast-paced, high-volume support environment.
  • Strong organizational skills, attention to detail, and commitment to delivering high-quality outcomes.
  • Proven ability to work independently while effectively collaborating across teams and departments.

Preferred Skills & Experience
  • Experience supporting customers within the gas, electric utility, energy, or infrastructure industries.
  • Familiarity with GIS, mapping technologies, spatial data systems, and field workforce solutions.
  • Previous experience leading support operations in a SaaS environment serving enterprise customers.
  • Experience developing onboarding programs, training materials, or technical enablement initiatives.
  • Knowledge of support operations metrics, SLA management, workforce planning, and service improvement methodologies.
  • Demonstrated success identifying support trends and driving product, process, or workflow improvements.
  • Experience collaborating with Product and Engineering teams in agile development environments.
  • Technical certifications related to customer support, IT service management, cloud technologies, mobile device administration, or networking.
  • Experience supporting geographically distributed teams and customers across multiple regions.

Physical Demands: This is a typical office job, with no special physical requirements or unusual work environment.
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-BJ1
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.
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

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