Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
We’re Hiring for Technical Support Engineer!
The Role
The Technical Support Engineer will be part of the Technical Services group, providing AMI software, hardware, and technical support across electric, gas, and water utility markets in North America. In this role, you will perform first-tier and triage support for AMI/AMR systems, including both software and hardware, through phone, remote, and occasional on-site assistance. You will play a key role in ensuring exceptional customer experiences and supporting the reliable operation of Xylem’s smart utility solutions.
Core Responsibilities
Provide software and hardware support via phone and on-site visits (as needed) for AMR/AMI systems.
Manage technical service requests from Sales, Distributors, Project Managers, and external customers, handling 8–10 support calls per day.
Troubleshoot and resolve customer issues using your knowledge, prior experience, or Xylem’s internal knowledge management tools (Salesforce).
Follow escalation and response-time protocols to ensure customer satisfaction.
Maintain thorough documentation of customer interactions and solutions provided.
Participate in Xylem Watermark volunteer activities.
Required Qualifications
Education: Bachelor’s degree in Computer Science, Network Administration, Electrical Engineering, or related field; or equivalent work experience.
Experience: 3–5 years in a technical support or customer-facing technical role.
Proficiency with UNIX/Linux commands, MySQL/SQL, web applications, and network troubleshooting.
Excellent verbal and written communication skills, with the ability to provide high-quality phone support.
Flexibility to work non-standard hours (Monday–Friday) and participate in a rotating on-call schedule.
Ability to travel up to 10% for field support, training, or project work.
Preferred Qualifications
Familiarity with AMI/AMR metering technologies or utility industry software/hardware.
Experience supporting meter reading applications or similar systems.
Self-starter who can manage multiple priorities with minimal supervision.
Physical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Work Environment
This role primarily involves work in an office or remote support environment, with occasional travel to customer sites. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel Requirements
Up to 10% travel for project or field support, training, or customer site visits.
The estimated salary range for this position is $50,000–$65,000.
Starting pay is based on experience, skills, and location, and is not typically at the top of the range.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
Top Skills
What We Do
Xylem |ˈzīləm|
1) The tissue in plants that brings water upward from the roots;
2) a leading global water technology company.
Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world’s water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.
If you are excited and passionate about helping us #letssolvewater, we want to hear from you!
