Senior Technical Support Engineer

About the Company – Join the Metron team today Be part of a team that creates advanced technology solutions to transform water usage, conservation, and re-use. Our products and services impact public utilities, industrial sectors, residential areas, and commercial buildings. Partner with us to tackle global water challenges with ingenuity and dedication.

About the Role

As a Senior Technical Support Engineer, you will serve as a technical authority and escalation point within Customer Excellence, ensuring Metron customers receive exceptional, accurate, and timely support across all engagement channels. This role expands upon the Technical Support Engineer position by adding greater ownership of complex issues, cross-functional leadership, mentoring responsibilities, and proactive contributions to product and process improvements.

You will troubleshoot advanced hardware and software issues related to Metron Meter products, work directly with customers and internal stakeholders, and act as a bridge between Engineering, Product, Quality, Sales, and Service teams. The Senior Technical Support Engineer is expected to independently drive resolution of complex technical problems, identify systemic issues, and influence long-term improvements to customer experience and product performance.

Salary Range - $80k to 90k

Key Responsibilities

Advanced Technical Support & Escalation

• Serve as a senior escalation point for complex customer, Sales, and Customer Excellence technical issues.
• Troubleshoot advanced hardware, software, and system-level issues with minimal supervision.
• Vet and filter internal Sales and CX technical questions to optimize Engineering time and focus.
• Lead structured troubleshooting sessions with Engineering at least 2x per week, presenting prioritized issues, root cause analysis, and recommended next steps.

Customer & Stakeholder Engagement

• Provide timely, high-quality support via Teams, phone, and email for customers and internal teams.
• Communicate effectively with highly technical water experts, executive stakeholders, and operational users with varying needs.
• Diligently follow up on open issues, ensuring clear ownership, status updates, and resolution timelines.
• Escalate critical risks, product issues, or customer-impacting defects to leadership as appropriate.

Cross-Functional Collaboration

• Coordinate closely with Engineering, Product, Quality, and Service departments to ensure service performance and quality standards are met.
• Identify potential product defects, trends, or enhancement opportunities and provide actionable feedback to cross-functional teams.
• Support warranty troubleshooting, determine replacement needs, and oversee return processing following approved procedures.

Mentorship & Team Development

• Act as a mentor and technical leader for Technical Support Engineers and Customer Excellence Advocates.
• Provide coaching, guidance, and technical training to improve team capability and confidence.
• Contribute to onboarding and ongoing enablement of support team members.

Documentation & Continuous Improvement

• Create, review, and maintain advanced troubleshooting documentation, knowledge base articles, and internal training materials.
• Analyze customer issue trends and support data to identify root causes and recommend preventative improvements.
• Proactively suggest process improvements to increase efficiency, consistency, and customer satisfaction across support operations.

Qualifications

• Bachelor of Science degree in Computer Science, Network Administration, Electrical Engineering, or a related field; or equivalent practical experience.
• 6 years of experience in a technical support, systems, engineering, or mechanical support role with a strong software focus.
• Demonstrated experience handling escalations and complex customer-impacting issues.
• Self-starter with a high level of initiative and the ability to work independently.
• Proficiency with ticketing and CRM systems such as Zendesk and Salesforce.

What We Offer – Metron offers excellent opportunities for growth and development in information technology while contributing to our organization's success through dedicated technology support. Metron offers a competitive compensation package with Medical, Dental, Vision plans, 401(k) with company contribution, and paid time off.

Equal Opportunity Statement – Metron is committed to fostering an inclusive environment where diversity, equity, and inclusion drive innovation. We embrace initiatives that promote employee well-being. We are proud to be an Equal Employment Opportunity and Affirmative Action workplace, prohibiting discrimination and harassment of any kind.

How to Apply: Submit applications through Indeed. Applications will be reviewed through 1/5/2026.

Job Type: Full-time

Pay: $75, $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person

Salary : $80,000 - $90,000