Technical Solutions Analyst

The ideal candidate is a strong problem solver with excellent communication skills who can effectively troubleshoot technical issues, analyze information, and collaborate with internal teams to deliver solutions.

Primary Responsibilities

• Provide technical support through phone, email, and ticketing systems.
• Troubleshoot AMI/AMR systems, software applications, network connectivity, and related technical issues.
• Triage, prioritize, and resolve customer cases while maintaining ownership through resolution.

·        Conduct customer onboarding and training for SaaS applications, ensuring successful adoption, effective use of system features, and a positive customer experience.

• Document troubleshooting steps, findings, and resolutions in Salesforce, Jira, or other support systems.
• Escalate complex issues to Tier 2/Tier 3 Support, Engineering, Product Management, or other appropriate teams.
• Assist with software installation, configuration, user accounts, permissions, and application support.
• Analyze system information, logs, and data to identify potential causes and solutions.
• Provide clear and timely communication with customers and internal stakeholders.
• Contribute to knowledge-based articles, technical documentation, troubleshooting procedures, and process improvements.
• Develop and maintain technical knowledge of Mueller’s AMI/AMR products, applications, and technologies.

Qualifications

Required

• Associate’s degree in computer science, Information Technology, or related field; equivalent experience may be considered.
• 2+ years of experience in technical support, application support, help desk, or a related technical role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Experience with ticketing or case management systems such as Salesforce or Jira.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Experience with AMR, AMI, IoT, utility, metering, or telecommunications technologies.
• Experience with enterprise or SaaS applications.
• Basic SQL knowledge and experience writing or interpreting queries.
• Experience troubleshooting network connectivity or communication systems.
• Experience with Salesforce Service Cloud or similar CRM platforms.

Key Competencies

• Strong analytical and critical-thinking skills
• Customer-focused approach to technical support
• Effective written and verbal communication
• Ability to troubleshoot and resolve problems independently
• Strong attention to detail and documentation
• Ability to collaborate across departments

Proactive, adaptable, and committed to continuous learning