Head of Customer Support

Overview

Lead and build 24/7 utility-grade customer support operation

Key Responsibilities

• support tooling
• knowledge management
• metrics tracking
• process automation
• incident response
• customer relations

Tasks

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

Requirements

• jira
• pagerduty
• 24/7 support
• high availability
• scada
• 5+ years

What You Bring

-Experience with support tools and platforms (Jira Service Management, PagerDuty, etc.) -Proven track record building support operations from early stage to mature, scalable systems -Experience with 24/7 support models, including on-call programs and incident management frameworks -Understanding of high-availability systems, uptime requirements, and disaster recovery -Built a fully operational 24/7 support system with proven reliability -Familiarity with security incident management -Familiarity with utility operations, SCADA systems, grid management, or energy technology -Technical credibility: You can hold your own in conversations with both customers and engineering teams -5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software -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

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About Linevision

-revolutionizes power transmission with cutting-edge grid monitoring and analytics. -founded to address the challenges of modernizing electrical grid infrastructure. -specializes in providing real-time insights into grid performance using advanced sensors and data analytics. -offers solutions for utilities and energy providers to enhance operational efficiency and reliability. -projects include monitoring power lines, optimizing grid operations, and improving asset management. -known for using AI and machine learning to predict and prevent failures in grid systems. -technology plays a crucial role in improving the resilience and sustainability of power networks.

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