Senior Technical Support Manager - Remote US, EST or CST

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

Senior Technical Support Manager

The GridX Customer Success Team is looking for a Senior Technical Support Manager to support operations of product implementations, offering rate analytics, load forecast and complex billing to our energy sector clients. Our ideal candidate will have a strong technical, operations, or consulting background and the ability to communicate ideas effectively across internal and external stakeholders. The Senior Technical Support Manager will work under the Director of Technical Support and in collaboration with our Product and Engineering teams, to effectively support GridX SaaS Rate Analytics, Load Forecast, and billing implementations.

Responsibilities

• Interact with clients directly as requested ensuring GridX meets SLA’s: 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 API’s
• 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
• Analysis and documentation of energy related use cases, acceptance criteria and other testing related methods
• Gather requirements and collaborate with DevOps, engineering, and product teams to create dashboards and tools
• Assist DevOps team in troubleshooting and resolving daily workflow failures
• Improve operational processes and best practices to enhance efficiency and effectiveness
• Assist customers, onboarding team, or customer success with software setup and product information, including customer success software, CRM, customer service software, and any other monitoring tools the company uses
• Maintain a customer account overview and monitor metrics associated with customer satisfaction, customer goals, and business needs
• Lead project manager for Professional Services contracts to ensure successful delivery for operationalized clients.

Required Qualifications

• Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities
• Experience in the energy/utility space required
• Strong analytical skills with the ability to identify and correlate metrics relevant to customer goals to drive customer success and contribute to the efforts of the entire team
• Excellent communication skills, with the ability to present reporting and complex data findings in a clear and concise manner
• Strong organizational and time management skills, with the ability to work on multiple projects and priorities simultaneously
• Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments
• Ability to work across time zones and with offshore teams in a dynamic start-up setting

Preferred Qualifications

• Consulting experience strongly preferred
• Relevant courses/training are nice-to-have but not required
• Experience in cloud technologies (i.e. AWS, GCS)
• Experience working with a start-up
• Experience with energy efficiency and program implementation is highly desired
• Interest in Clean Energy, Climate Change, Decarbonization, or Renewable Energy is a big plus

Location

Due to the location of the customers who will be supported in this role, it is required that candidates be located in either EST or CST time zones. The role will include occasional work at a GridX Industrious shared office or attendance at offsites and/or customer sites, as determined by your role’s responsibilities and agreed to with your manager.

Your time is valuable! Please note we will only be reviewing applications for those who reside in our preferred time zones.

Compensation

Compensation is determined by several factors which may include skillset, experience level, and geographic location. The expected base salary range for this role is $85,000 to $105,000 per year. Please note this range is an estimate and actual pay may vary based on qualifications, experience and location.

Our Interview Process

Intro Call (20-30 minutes)

Interview #1 In-Depth Technical Discussion with Hiring Manager/ Director, Technical Support (45-60 minutes)

Interview #2 In-Depth Technical Discussion with Sr. Technical Support Manager (45-60 minutes)

Interview #3 General overview chat with Chief Customer Officer (30-45 minutes)

• Flexible PTO
• Excellent Medical, Dental and Vision Insurance
• 401k Match
• Be part of creating our clean energy future

Our Values

Our values are closely-held beliefs designed to drive the right actions and the right decisions that are authentic to GridX. We expect results delivered in a way consistent with GridX values. In exchange, we reward high performance. We:

• eXplore the possible - Everyone is empowered to innovate, fail and iterate in delivering our clean energy future. Consistent progress is our default.
• eXecute on big goals - We are owners, taking responsibility for achieving results. We think long-term, sweat the details, and use resources wisely.
• eXcel together - Collaboration and camaraderie are at our core. We cheer for and challenge each other to be our best. We win together.
• eXemplify success - We do the right thing and act with integrity, even when no one is looking. We prove that it’s possible to do well by doing good.

About GridX

GridX is the catalyst of our clean energy future. Utilities and energy technology providers rely on our analytics solutions to tell people exactly what they can expect to pay when making clean energy decisions, like changing to a time-of-use rate plan, buying an electric vehicle, installing solar and more. The result is less strain on the electric grid, happier customers and increased consumer investment in sustainable technologies. Working at GridX puts you at the center of realizing our clean energy future.

At GridX, we value the diversity of our employees and partners. We believe that our company thrives when we support and celebrate our differences.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor or take over sponsorship of an employment Visa at this time.