[Hiring] Technical Support Manager @GridX

Role Description

The GridX Customer Success team is looking for a Technical Support Manager to own day-to-day billing operations and rate analytics support for our energy sector clients. In this client-facing role, you’ll keep billing running accurately and on schedule, lead regular calls with clients, manage post go-live enhancement projects, and work closely with our Product, Engineering, and DevOps teams to resolve issues and improve how we operate. This role includes an early morning workflow check and a rotating weekend on-call schedule.

Our ideal candidate brings a strong technical, operations, or consulting background, is comfortable leading conversations with clients, and can explain complex issues clearly to both technical and non-technical audiences. This role reports to the Director of Technical Support.

Responsibilities

• Maintain and lead daily billing tasks across multiple customers and related customer support requests, ensuring smooth functioning of billing products.
• Work directly with clients to meet operational Service Level Agreements (SLAs), responding to complex technical issues and support requests, resolving daily billing exceptions, and troubleshooting API issues.
• Check billing production workflows for failures each weekday morning at 6:00 a.m. ET and partner with DevOps to diagnose issues, coordinate timely resolution, and ensure billing runs complete accurately and on schedule.
• Participate in a weekend on-call rotation (Friday 8:00 p.m. to Sunday 8:00 p.m. ET, approximately once every five weeks), responding to workflow failures as they arise.
• Manage and deliver month-end reports to clients ensuring accuracy and on-time delivery.
• Coordinate annual rate updates, ensuring billing accuracy, timely execution, and alignment with client requirements.
• Plan and execute testing for rate updates and Professional Services projects, including validating requirements, identifying defects, coordinating fixes, and confirming releases are production-ready.
• Lead weekly live calls with clients to review service performance, resolve operational issues in real time, assign and track action items, and drive follow-through across internal teams and client stakeholders.
• Develop a strong technical and business understanding of GridX products, drawing on internal resources to resolve product-related inquiries.
• Capture feature requests raised during client calls and log them as tickets for the Product team.
• Improve operational processes and best practices to enhance efficiency and effectiveness.
• Support customers and internal teams (onboarding, product, and customer success) with software setup and product questions, using tools such as our CRM, ticketing system, and monitoring platforms (e.g., QuickSight, Databricks).
• Manage Professional Services projects for operational clients, delivering post go-live enhancements from planning through completion, including building project plans, leading weekly client project calls, tracking project tickets, and coordinating internal teams.

Qualifications

• 5+ years in technical support, customer operations, technical account management, or a similar client-facing technical role.
• Experience in the energy or utility industry, including working knowledge of utility rate structures (e.g., time-of-use, tiered, demand charges, net metering) and utility billing processes.
• Hands-on technical skills, including SQL for investigating data issues and troubleshooting REST APIs.
• Experience planning and executing testing, such as test plans, UAT, and defect tracking through resolution.
• Experience managing client-facing projects, including scope, timelines, and change requests.
• Experience leading recurring live client calls and confidently presenting status, issues, and next steps to client stakeholders, and managing escalations.
• 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.
• Availability for a daily 6:00 a.m. ET workflow check and a weekend on-call rotation approximately once every five weeks.

Preferred Qualifications

• Consulting or professional services experience preferred.
• Experience with utility billing or CIS systems (e.g., SAP IS-U, Oracle CC&B).
• Familiarity with cloud environments (e.g., AWS, GCP) and monitoring tools (e.g., QuickSight, Databricks, PagerDuty, Postman, Airflow, Azkaban).
• 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.

Compensation

GridX takes a market-based approach to pay, and pay may vary depending on your location in the US. Higher cost-of-living areas will land toward the top of the range and lower cost-of-living areas toward the bottom. For this position, base salary may range from $75,000 to $100,000/year + benefits/perks. Please note this range is an estimate and actual pay may vary based on skill set, qualifications, experience, and location.

Benefits

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

Our 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.

Company Description

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.