Senior Technical Support & Analytics Manager

GridX, Inc.; United States; On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Flexible PTO

Excellent Medical, Dental and Vision

401k Match

Be part of creating our clean energy未来

Job summary

GridX, Inc. is seeking a Senior Technical Support Manager to oversee technical support operations for SaaS rate analytics, load forecast, and billing implementations in the energy sector.

You will collaborate with Product and Engineering to ensure high-quality customer outcomes and SLAs. The ideal candidate has a strong technical or consulting background, excellent communication skills, and the ability to coordinate across internal teams and time zones to support enterprise clients and complex

Qualifications

• Minimum 5 years in Customer Success or Support with Operations or Technical capabilities.
• Experience in the energy/utility space required.
• Strong analytics with the ability to identify and correlate metrics relevant to customer goals to drive customer success.
• Excellent communication skills, with the ability to present reporting and complex data findings clearly.
• Able to work across time zones and with offshore teams in a dynamic startup setting.
• Advanced IT&C knowledge and ability to learn and perform in new software environments.

Responsibilities

• Interact with clients to meet SLAs: responding to complex technical issues or support requests, assisting with billing issues, high-impact load forecast and data quality issues, reporting, and API trouble shooting APIs.
• Conduct root cause analysis for recurring issues and implement preventative measures.
• Work with the Customer Success team to determine the best metrics to track for each assigned account or set of accounts.
• Understand GridX products on a technical level and utilize resources within the organization to best support inquiries related to specific product issues.
• Oversee and improve validation frameworks to ensure accuracy and reliability of GridX products including load forecasting.
• Analyze production issues, identify business and system impacts, prioritize and quantify issues for clients and internal teams.

Skills

Customer Success

Operations

Technical capabilities

Analytics

Communication

Time management

IT&C knowledge

Tools

CRM systems

Monitoring tools

Job description

GridX, Inc. is seeking a Senior Technical Support Manager to oversee technical support operations for SaaS rate analytics, load forecast, and billing implementations in the energy sector.

You will collaborate with Product and Engineering to ensure high-quality customer outcomes and SLAs. The ideal candidate has a strong technical or consulting background, excellent communication skills, and the ability to coordinate across internal teams and time zones to support enterprise clients and complex