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.
Required 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 [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.
Our Interview Process
Intro Call (20-30 minutes)
Interview #1 Technical Interview with Hiring Manager (45-60 minutes)
Interview #2 Interview with Sr Technical Support Manager (45-60 minutes)
Interview #3 Interview with VP of Customer Success (45-60 minutes)
Benefits
- Flexible PTO
- Excellent Medical, Dental and Vision Insurance
- 401k Match
- Stock Options
- Parental Leave
- Be part of creating our clean energy future
