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

The GridX Customer Success team is looking for a Technical Support Manager to own day-to-day billing operations and rate analytics support for our energy sector clients. In this client-facing role, you’ll keep billing running accurately and on schedule, lead regular calls with clients, manage post go-live enhancement projects, and work closely with our Product, Engineering, and DevOps teams to resolve issues and improve how we operate. This role includes an early morning workflow check and a rotating weekend on-call schedule. Our ideal candidate brings a strong technical, operations, or consulting background, is comfortable leading conversations with clients, and can explain complex issues clearly to both technical and non-technical audiences. This role reports to the Director of Technical Support. Responsibilities Maintain and lead daily billing tasks across multiple customers and related customer support requests, ensuring smooth functioning of billing products. Work directly with clients to meet operational Service Level Agreements (SLAs), responding to complex technical issues and support requests, resolving daily billing exceptions, and troubleshooting API issues. Check billing production workflows for failures each weekday morning at 6:00 a.m. ET and partner with DevOps to diagnose issues, coordinate timely resolution, and ensure billing runs complete accurately and on schedule. Participate in a weekend on-call rotation (Friday 8:00 p.m. to Sunday 8:00 p.m. ET, approxim