Head of Customer Support

LineVision, Inc.•Boston, MA

34d

About The Position

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. 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, 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

Requirements

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
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

Nice To Haves

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, PagerDuty, etc.)

Responsibilities

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 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
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
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
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