Product Support Manager

The Company You’ll Join

At Bidgely, we are working to accelerate a clean energy future by enabling energy companies and consumers to make data-driven energy-related decisions.

Bidgely has developed the utility industry’s first enterprise energy analytics and customer engagement SaaS platform. Our artificial intelligence (AI) powered platform transforms utility meter data into business intelligence that electric and gas utilities can use to improve customer satisfaction, drive energy efficiency, and create new revenue models by offering customer-relevant energy products and services through the utility’s marketplace. customer satisfaction, operational efficiency and new revenue models. More than 17M+ homes across 30 utilities in 10+ countries are on the Bidgely platform. Based in Silicon Valley, the company has invested $30M in R&D and provides a fun and intellectually-engaging environment.

The Position and the Team You’ll Work With

Bidgely is looking for an extraordinary and dynamic Product Support Manager to be a part of the Support Services team at Bidgely which include team members in Bangalore and the Mountain View, California. You must have a passion for superior customer satisfaction as part of a successful consumer-facing global product organization. You must be a good problem solver and trouble-shooter yourself and should be able to work across geographies and time zones to manage customers across the globe. Be part of a highly energetic and innovative team and creating customer delight as a differentiator for Bidgely.

As Product Support Manager You Will

  • Building the roadmap and for ensuring 365*24*7 operational support for all the services meeting stringent SLAs
  • Prepare and present support metrics , SLA breaches and customer impact ( due to Production outrages ) on a monthly basis
  • Be the single point of Escalation for any production incident from External or Internal stakeholders. Handle the escalations, effectively communicate with a global audience and participate in calls resolving outages
  • Hiring, coaching, and leading the Support and Operations team
  • Driving continuous improvements in process and operational efficiency
  • Lead process- improvement efforts and manage the implementation of both business processes and technical solutions
  • Mentoring, coaching and leading staff engineers
  • Identifying operational tools and driving its roadmap
  • Drive innovation and improve the overall efficiencies by reducing operational burden
  • Will need to work, drive best practices across cross functional teams

You Will Bring

  • 8+ years of development/ technical support experience
  • 3+ years experience managing people. Experience in hiring, building, and supervising high performance teams
  • Extensive relevant hands- on technical management experience of support/ operations teams and skills troubleshoot, debug, evaluate, and resolve software. Experience in managing 24 7 support/ operations teams
  • Demonstrated experience in supporting Java based applications. Strategic planning backed by data
  • Knowledge of UNIX shell, Databases (SQL), Tools, Java, JavaScript

About You

  • Passionate about a clean energy future
  • Innovative – You challenge the status quo
  • Resilient – You enjoy meeting challenges head on and strive to find creative solutions to problems
  • Data driven – you understand the importance of data in decision making

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