Senior Customer Support Lead

LineVision, Inc. • Boston, MA

13d

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• 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

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 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
• 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
• 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
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed