Senior Technical Support Manager

Job Summary

Working remotely in the EST or CST time zones, the full-time Senior Technical Support Manager will oversee product implementations, manage complex technical issues, and collaborate with cross-functional teams to ensure client satisfaction in the energy sector.

Key responsibilities

• Interact directly with clients to resolve complex technical issues and ensure adherence to service level agreements (SLAs)
• Conduct root cause analysis for recurring issues and implement preventative measures to enhance service delivery
• Collaborate with the Customer Success team to track relevant metrics and improve operational processes for client accounts

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 is required
• Strong analytical skills to identify and correlate metrics relevant to customer goals
• Advanced IT&C knowledge with the ability to quickly learn new software environments
• Ability to work across time zones and with offshore teams in a dynamic start-up setting