Senior Technical Support Manager - Remote US, EST or CST

GridX is seeking a Senior Technical Support Manager to support the operations of product implementations, including rate analytics, load forecasting, and complex billing for energy-sector clients. The ideal candidate will have a strong technical, operations, or consulting background and the ability to communicate effectively across internal and external stakeholders.

About the role

The Senior Technical Support Manager will work under the Director of Technical Support and collaborate with Product and Engineering teams to support GridX’s SaaS offerings in Rate Analytics, Load Forecast, and billing implementations.

Responsibilities

• Interact directly with clients to ensure GridX meets SLAs, including responding to complex technical issues, assisting with billing issues, high-impact load forecast and data quality issues, reporting, and API troubleshooting.
• 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 assigned accounts.
• Understand GridX products on a technical level and utilize internal resources to 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, and prioritize/quantify issues for clients and internal teams.
• Document energy-related use cases, acceptance criteria, and testing methods.
• Gather requirements and collaborate with DevOps, Engineering, and Product teams to create dashboards and tools.
• Assist the DevOps team in troubleshooting and resolving daily workflow failures.
• Improve operational processes and best practices to enhance efficiency and effectiveness.
• Assist customers, onboarding teams, or customer success with software setup and product information, including CRM, customer service software, and monitoring tools.
• Maintain a customer account overview and monitor metrics associated with customer satisfaction, goals, and business needs.
• Lead project management for Professional Services contracts to ensure successful delivery for operationalized clients.

Requirements

• Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities.
• Experience in the energy/utility space is required.
• Strong analytical skills with the ability to identify and correlate metrics relevant to customer goals.
• Excellent communication skills, with the ability to present reporting and complex data findings clearly and concisely.
• Strong organizational and time management skills, with the ability to work on multiple projects simultaneously.
• Advanced IT&C knowledge and the 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.

Qualifications

• Consulting experience is strongly preferred.
• Experience in cloud technologies (e.g., AWS, GCS) is a plus.
• Experience working with a start-up is desirable.
• 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

Candidates must be located in either EST or CST time zones. The role may include occasional work at a GridX shared office or attendance at offsites and customer sites.

Pay

The expected base salary range for this role is $85,000 to $105,000 per year, depending on skillset, experience level, and geographic location.

Benefits

• Flexible PTO
• Excellent Medical, Dental, and Vision Insurance
• 401k Match
• Parental Leave

About GridX

GridX is the catalyst of our clean energy future. Utilities and energy technology providers rely on our analytics solutions to help customers make informed clean energy decisions, such as adopting time-of-use rate plans, buying electric vehicles, or installing solar. Our work reduces strain on the electric grid, increases customer satisfaction, and drives investment in sustainable technologies.

Values

• 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.