Head of Customer Support

Description

We're seeking an experienced Head of Customer Support to build and lead a world-class, utility-grade support operation as we scale to enterprise-wide deployments.

Line Vision 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, leading 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 a customer support organization: the model, the processes, the tools, the team, and the culture.

Reporting to:
VP Client Success

Location: Boston, MA or Boulder, CO

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 build or customize 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 Line Vision'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

Build and Lead the Team

• Determine optimal staffing models for 24/7 coverage, including shift structures, on-call rotations, and escalation tiers
• Recruit, hire, and onboard support staff as needed who understand mission-critical environments
• Develop comprehensive training programs covering technical product knowledge, utility industry context, support procedures and practices, and customer communication
• Create career development paths and mentorship programs to retain top talent

Deliver Operational Excellence

• 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
• Ensure knowledge capture and documentation from every customer interaction
• Infuse a practice and mindset of continuous improvement into your team

Ongoing Responsibilities

• Build relationships with key customer technical stakeholders
• Coordinate with IT/Security during incidents impacting customers
• Drive continuous improvement through incident retrospectives
• Balance customer needs with product/engineering priorities

Required Experience

• 5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software
• 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
• Strong technical aptitude with ability to understand complex technical products and translate between technical and non-technical audiences

Ideal Background

• Familiarity with utility operations, SCADA systems, grid management, or energy technology
• Understanding of high-availability systems, uptime requirements, and disaster recovery
• Familiarity with security incident management
• Experience with support tools and platforms (Jira Service Management, Pager Duty, etc.)

Key Competencies

• Builder mentality
  :
  You thrive in ambiguous environments and enjoy creating structure where none exists
• Customer empathy
  :
  You understand that for utility customers, our software impacts millions of end users and critical infrastructure
• Operational rigor
  :
  You're obsessive about processes, documentation, and continuous improvement
• Technical credibility
  :
  You can hold your own in conversations with both customers and engineering teams
• Leadership
  :
  You know how to hire, develop, and retain talented people in demanding support environments

In 3 months
, you will have:

• Defined core support processes, SLAs, and escalation procedures
• Implemented primary support tooling and knowledge management systems
• 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 and training materials
• Established strong partnerships with engineering and product teams

In 12 months
, you will have:

• Positioned our 24/7 support system to scale with growing customer demand without sacrificing…