Technical Support Manager, Billing - Remote US, ET or CT

GridX

18d•$75,000 - $100,000•Remote

About The Position

GridX is hiring a client-facing Technical Support Manager to own day-to-day billing operations and rate analytics support for energy-sector clients. The role keeps billing accurate and on schedule, leads regular client calls, manages post-go-live enhancement projects, and partners with Product, Engineering, and DevOps to resolve issues and improve operations. It reports to the Director of Technical Support and includes an early-morning workflow check and a rotating weekend on-call schedule. The position requires a strong technical, operations, or consulting background, confidence leading client conversations, and the ability to explain complex issues to technical and non-technical audiences. The role is remote in the United States, with the job title specifying ET or CT. GridX describes its work as supporting clean-energy decisions through analytics solutions used by utilities and energy technology providers.

Requirements

At least 5 years of experience in technical support, customer operations, technical account management, or a similar client-facing technical role.
Experience in the energy or utility industry, including working knowledge of utility rate structures such as time-of-use, tiered, demand charges, and net metering, and utility billing processes.
Hands-on technical skills, including SQL for investigating data issues and troubleshooting REST APIs.
Experience planning and executing testing, including test plans, UAT, and defect tracking through resolution.
Experience managing client-facing projects, including scope, timelines, and change requests.
Experience leading recurring live client calls, presenting status, issues, and next steps to client stakeholders, and managing escalations.
Strong analytical skills, including identifying and correlating metrics relevant to customer goals to drive customer success and contribute to team efforts.
Excellent communication skills, including presenting reporting and complex data findings clearly and concisely.
Strong organizational and time-management skills, with the ability to manage multiple projects and priorities simultaneously.
Advanced IT&C knowledge and capabilities, and ability to learn and perform quickly in new software environments.
Ability to work across time zones and with offshore teams in a dynamic start-up setting.
Availability for a daily 6:00 a.m. ET workflow check and a weekend on-call rotation approximately once every five weeks.

Nice To Haves

Consulting or professional services experience.
Experience with utility billing or CIS systems such as SAP IS-U or Oracle CC&B.
Familiarity with cloud environments such as AWS or GCP and monitoring tools such as QuickSight, Databricks, PagerDuty, Postman, Airflow, or Azkaban.
Experience working with a start-up.
Experience with energy efficiency and program implementation.
Interest in clean energy, climate change, decarbonization, or renewable energy.

Responsibilities

Maintain and lead daily billing tasks across multiple customers and related support requests, ensuring billing products function smoothly.
Work directly with clients to meet operational SLAs, respond to complex technical issues and support requests, resolve daily billing exceptions, and troubleshoot API issues.
Check billing production workflows for failures each weekday morning at 6:00 a.m. ET; partner with DevOps to diagnose issues, coordinate resolution, and ensure billing runs complete accurately and on schedule.
Participate in a weekend on-call rotation from Friday 8:00 p.m. to Sunday 8:00 p.m. ET, approximately once every five weeks, responding to workflow failures.
Manage and deliver accurate month-end reports to clients on time.
Coordinate annual rate updates to ensure billing accuracy, timely execution, and alignment with client requirements.
Plan and execute testing for rate updates and Professional Services projects, including validating requirements, identifying defects, coordinating fixes, and confirming releases are production-ready.
Lead weekly live client calls to review service performance, address operational issues, assign and track action items, and drive follow-through across internal teams and client stakeholders.
Develop technical and business understanding of GridX products and use internal resources to resolve product-related inquiries.
Capture feature requests from client calls and log them as tickets for the Product team.
Improve operational processes and best practices to enhance efficiency and effectiveness.
Support customers and internal onboarding, product, and customer success teams with software setup and product questions, using CRM, ticketing, and monitoring platforms such as QuickSight and Databricks.
Manage Professional Services projects for operational clients, delivering post-go-live enhancements from planning through completion; build project plans, lead weekly client project calls, track project tickets, and coordinate internal teams.