Senior Customer Support Lead at LineVision, Inc.

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

150000.0

Posted On

14 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Support Operations, SLA Management, Incident Response, Ticket Management, Customer Satisfaction, AWS, Jira, Zendesk, PagerDuty, Troubleshooting, Automation, Self-Service, On-Call Management, Security Incident Management, Process Refinement, Training Program Development

Industry

Utilities

Description

Description Reporting to: VP Client Success Location: Boston, MA or Boulder, CO We're seeking an experienced Senior Customer Support Lead to build and lead utility-grade support operations as we scale to enterprise-wide deployments. LineVision delivers grid intelligence to electric utilities around the world that depend on our technology to manage critical infrastructure, and exceptional support is a crucial component of delivering on our mission. You'll be responsible for creating and implementing a robust, 24/7 operation that delivers the reliability, security, and service standards our utility customers demand. This is a unique opportunity to define every aspect of customer support operations: the model, the processes, the tools, and the culture. As we grow, this role has significant potential to expand into broader team leadership. What You'll Do Build the Foundation Define and implement a comprehensive support model tailored to utility-grade reliability requirements (SLAs, escalation paths, communication protocols) Design and document standard operating procedures for incident response, ticket management, and customer communications Establish metrics and KPIs to measure support quality, response times, resolution rates, and customer satisfaction Partner with engineering and IT teams to implement support tools, ticketing systems, knowledge bases, and monitoring capabilities Create feedback loops between support and product/engineering to drive continuous improvement Work cross-functionally with IT, Security and Engineering to define alerts, escalation paths, and runbooks for security and availability incidents 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 Deliver Hands-On Support Serve as the primary point of contact for customer support incidents, providing technical troubleshooting and resolution Handle on-call responsibilities and manage incident escalations to engineering teams when needed Access AWS consoles, VPNs, databases, and other systems to perform basic troubleshooting and diagnostics Build strong relationships with key customer technical stakeholders and understand their unique operational needs Manage security incidents with utility customers, ensuring clear communication and rapid resolution Drive Operational Excellence Continuously refine processes based on incident retrospectives and customer feedback Ensure knowledge capture and documentation from every customer interaction Coordinate with IT/Security during incidents impacting customers Balance customer needs with product/engineering priorities Infuse a practice and mindset of continuous improvement Scale for Growth Determine optimal staffing models for 24/7 coverage as volume increases, including shift structures, on-call rotations, and escalation tiers Develop training programs and documentation to prepare for future team growth Create career development frameworks that can scale with the organization Who You Are Required Experience 5+ years in customer support roles, with recent hands-on technical support experience Demonstrated leadership in building or transforming support operations - you've played a key role in establishing support processes, implementing tools, or scaling support functions (even if you weren't the most senior person doing it) Experience with 24/7 support models, including on-call programs and incident management frameworks Strong technical aptitude - comfortable with AWS, VPNs, databases, SSH, basic command-line operations, and technical troubleshooting Support tooling expertise - hands-on experience with ticketing systems (Jira, Zendesk), incident management tools (PagerDuty), and workflow management Ideal Background Experience supporting B2B enterprise software customers with mission-critical use cases Familiarity with utility operations, SCADA systems, grid management, energy technology, or other regulated industries Understanding of high-availability systems, uptime requirements, and disaster recovery Experience with security incident management Background in technical roles (support engineering, DevOps, SRE) with customer-facing responsibilities Key Competencies Builder mentality: You thrive in ambiguous environments and enjoy creating structure where none exists Technical credibility: You can troubleshoot technical issues and hold your own in conversations with both customers and engineering teams Customer empathy: You understand that for utility customers, our software impacts millions of end users and critical infrastructure Operational rigor: You're disciplined about processes, documentation, and continuous improvement Self-starter: You can operate independently with high autonomy and don't need constant direction What Success Looks Like In 3 months, you will have: Defined core support processes, SLAs, and escalation procedures Implemented primary support tooling and knowledge management systems Become proficient in LineVision's technical systems and can handle frontline troubleshooting Defined key metrics and begun tracking performance In 6 months, you will have: Built a fully operational 24/7 support system with proven reliability Created comprehensive documentation, runbooks, and training materials Established strong partnerships with engineering, IT, and product teams Built trust with key customer technical stakeholders In 12 months, you will have: Positioned our support system to scale with growing customer demand Built a reputation with customers as a trusted partner in their operations Created the foundation and processes needed to expand the support team as volume grows Why Join Us Impact: Your work directly supports critical infrastructure that powers communities Ownership: This is your operation to build—you'll have autonomy and leadership support Growth: Join at a stage where your contributions shape the company's trajectory, with clear potential to grow into broader leadership as the team scales Mission: Help accelerate the energy transition by ensuring utilities can rely on modern technology Our Commitment We're committed to building diverse, inclusive teams and providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Responsibilities

This role involves building and leading utility-grade support operations by defining the support model, processes, tools, and culture necessary for 24/7 service delivery to electric utility customers. Responsibilities include hands-on incident management, technical troubleshooting, defining operational excellence metrics, and coordinating cross-functionally with engineering and IT teams.