Head of Customer Support

Description

• Develop comprehensive training programs covering technical product knowledge, utility industry context, support procedures and practices, and customer communication
• Work cross-functionally with IT, Security and Engineering to define alerts, escalation paths, and runbooks for security and availability incidents
• Drive continuous improvement through incident retrospectives
• Define and implement a comprehensive support model tailored to utility-grade reliability requirements (SLAs, escalation paths, communication protocols)
• Build relationships with key customer technical stakeholders
• Mission: Help accelerate the energy transition by ensuring utilities can rely on modern technology
• Create feedback loops between support and product/engineering to drive continuous improvement
• Coordinate with IT/Security during incidents impacting customers
• Built a reputation with customers as a trusted partner in their operations
• Recruit, hire, and onboard support staff as needed who understand mission-critical environments
• Defined key metrics and begun tracking performance
• Partner with engineering and IT teams to build or customize support tools, ticketing systems, knowledge bases, and monitoring capabilities
• Created comprehensive documentation and training materials
• Ensure knowledge capture and documentation from every customer interaction
• Become expert with LineVision's applications and support tooling (cloud infrastructure, monitoring systems, ticketing platforms, and knowledge management tools)
• Implement automation and self-service capabilities where appropriate without compromising service quality
• Positioned our 24/7 support system to scale with growing customer demand without sacrificing quality
• Determine optimal staffing models for 24/7 coverage, including shift structures, on-call rotations, and escalation tiers
• Build strong relationships with key customer stakeholders and understand their unique operational needs
• Establish metrics and KPIs to measure support quality, response times, resolution rates, and customer satisfaction
• Continuously refine processes based on incident retrospectives and customer feedback
• Implemented primary support tooling and knowledge management systems
• Balance customer needs with product/engineering priorities
• Create career development paths and mentorship programs to retain top talent
• Established strong partnerships with engineering and product teams
• Manage security incidents with utility customers, ensuring clear communication and rapid resolution
• Design and document standard operating procedures for incident response, ticket management, and customer communications

Requirements

• Experience with 24/7 support models, including on-call programs and incident management frameworks
• Understanding of high-availability systems, uptime requirements, and disaster recovery
• Customer empathy: You understand that for utility customers, our software impacts millions of end users and critical infrastructure
• Strong technical aptitude with ability to understand complex technical products and translate between technical and non-technical audiences
• Builder mentality: You thrive in ambiguous environments and enjoy creating structure where none exists
• Familiarity with utility operations, SCADA systems, grid management, or energy technology
• 5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software
• Technical credibility: You can hold your own in conversations with both customers and engineering teams
• Familiarity with security incident management
• Built a fully operational 24/7 support system with proven reliability
• Experience with support tools and platforms (Jira Service Management, PagerDuty, etc.)
• Proven track record building support operations from early stage to mature, scalable systems

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance