Software Technical Support Manager

Energy Solutions - USA • Boston, MA

3d • Remote

About The Position

Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we’ve harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.
We are currently seeking an experienced Software Technical Support Manager to join our growing team. This person will lead day-to-day technical support operations for software systems that support clean energy incentive distribution and reporting, with an initial primary focus on IRIS and Illinois Shines. This role is accountable for reliable support delivery, SLA performance, escalation management, and continuous improvement of support tools, documentation, and workflows.
The role partners closely with program teams, Accounts Payable, and the IRIS development team to ensure timely issue resolution, facilitate compliance and process updates (including high-impact changes such as participant payment information), and reduce operational and program risk. The position combines hands-on support leadership (majority of time) with people management responsibilities, including hiring and developing a team of Technical Support Engineers.
Energy Solutions operates as a predominantly remote workforce with offices in six different locations. Employees who reside within 40 miles of an office (except New York) will be assigned to that location, though in-office attendance requirements may vary by team. At this time, we are not accepting applications from candidates residing in the following states: Delaware, Kentucky, Mississippi, Montana, Nebraska, North Dakota, and Wyoming.

Requirements

• Bachelor’s degree in computer science, Information Systems, or related field, or equivalent professional experience required
• 7 years of relevant experience in software technical support, application support, or related roles
• 3–5 years of people management or team lead experience in a technical environment
• Experience managing support queues, escalations, and cross-functional dependencies
• Strong troubleshooting background supporting complex software systems, integrations, and APIs
• Demonstrated ability to ensure adherence to SLAs and performance metrics; identify trends and drive corrective actions
• Working knowledge of Jira Software and other Atlassian products (or similar ticketing/documentation platforms)
• Excellent interpersonal and written/verbal communication skills; able to communicate effectively across technical and non-technical stakeholders
• Demonstrated ability to lead, coach, and develop technical staff
• Strong organizational, prioritization, and decision-making skills; operates effectively in a fast-paced environment with minimal guidance

Nice To Haves

• Experience with Salesforce configuration (strong plus)
• Experience with Python scripting or similar languages used in support and troubleshooting contexts
• Experience supporting SOC 2–aligned environments
• Experience supporting low-code platforms (e.g., Mendix) or custom enterprise applications
• Background in energy efficiency, renewable energy, or clean energy programs
• Familiarity with IT service frameworks (e.g., ITIL)

Responsibilities

• Lead and oversee daily support operations, including ticket intake, prioritization, assignment, escalation, and resolution across supported software systems
• Monitor support queues and ensure accurate ticket capture, documentation quality, and consistent application of intake and triage standards
• Balance hands-on involvement in active support work with managerial responsibilities to ensure coverage, responsiveness, and quality outcomes
• Serve as a primary escalation point for complex or high-impact technical issues, providing visibility, coordination, and follow-through through resolution
• Partner closely with Software Development to coordinate issue resolution, support bug intake, and contribute to release readiness and post-release stability
• Collaborate with program teams and internal stakeholders (e.g., Accounts Payable) to address operational issues, compliance impacts, and process changes tied to system functionality and data
• Ensure adherence to SLAs and support performance metrics; identify trends, recurring issues, and corrective actions that improve stability and customer/program outcomes
• Establish, refine, and maintain support processes and workflows (including ITIL-aligned practices where applicable) to improve predictability, quality, and auditability
• Drive continuous improvement in documentation, knowledge articles, runbooks, onboarding materials, and support playbooks to improve efficiency and consistency
• Work closely with cross-functional stakeholders (program leadership, development, project management, and IS leadership) to align support execution with business and program priorities
• Provide clear, timely updates on incidents, escalations, and systemic issues; communicate impacts, timelines, and mitigation plans in accessible language for mixed technical/non-technical audiences
• Contribute to planning conversations by surfacing support insights (risk areas, recurring defects, capacity constraints), while implementing previously approved plans and elevating decisions for approval as needed
• Support audit, compliance, and security requirements related to support operations (e.g., SOC 2-aligned practices), including documentation discipline and evidence collection as required
• Ensure support execution reduces risk to customers, compliance, revenue, and program delivery by driving disciplined resolution practices and preventing recurrence of critical issues
• Lead, mentor, coach, and manage a team of Technical Support Engineers across multiple experience levels, with accountability for team performance and development
• Contribute to staffing plans, hiring, onboarding, performance reviews, and career development; oversee hiring for planned headcount growth within the support team
• Build team capability by improving onboarding, enabling consistent troubleshooting approaches, and fostering knowledge-sharing and continuous improvement

Benefits

• Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans and an Employee Stock Ownership Plan (ESOP).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager