LineVision · 1 month ago
Head of Customer Support
Boston,MA,US
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expLineVision is a company that delivers grid intelligence to electric utilities around the world. They are seeking a Head of Customer Support to build and lead a world-class support operation to ensure reliability and service standards for their utility customers.
AnalyticsBig DataClean EnergyPower Grid
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
Qualification
Required
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
Preferred
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.)
Company
LineVision
LineVision equips utilities with unique monitoring and analytics that improve the capacity, resilience, and safety of the grid.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$49.8MKey Investors
UP PartnersJoules AcceleratorClean Energy Ventures
2022-10-03Series C· $33M
2021-04-07Series B· $12.5M
2021-03-04Grant
Leadership Team
Jon Marmillo
Co-Founder & Chief Product Officer
Tim Stelzer
SVP, Chief Technology Officer
Recent News
2025-10-07
2025-08-13
Company data provided by crunchbase