Senior Technical Support Manager - Remote US, EST or CST
$85,000–$105,000 year
RemoteUnited States
United StatesRemoteFull Time$85,000–$105,000 yearSenior LevelSmall
Full TimeSenior LevelSmall
Job Summary
Respond to complex technical issues, billing inquiries, and API troubleshooting for energy sector clients while maintaining SLA compliance. Conduct root cause analysis for recurring problems, implement preventative measures, and lead project management for Professional Services contracts. Collaborate with Product, Engineering, and DevOps teams to create dashboards, validate frameworks, and resolve daily workflow failures. Analyze production issues to quantify business impacts and track metrics for assigned accounts. Assist customers and the onboarding team with software setup and product information.
Required Qualifications
- Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities
- Experience in the energy/utility space
- 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
- Located in either EST or CST time zones
- Eligible to work in the United States
Desired Qualifications
- Consulting experience
- Relevant courses/training
- Experience in cloud technologies (i.e. AWS, GCS)
- Experience working with a start-up
- Experience with energy efficiency and program implementation
- Interest in Clean Energy, Climate Change, Decarbonization, or Renewable Energy
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