Description:
TEKHQS was formally incorporated in 2018 as a software development company with a vision to transform businesses through technological innovation. Aligned with this vision, we actively experiment with emerging technologies including Web 3.0, AI, Blockchain, ERP, CRM, and custom development and integrations. Using a results-driven approach, we have successfully implemented solutions for thousands of businesses and continue to deliver impactful outcomes on a global scale every day.
Overview
- Own and manage critical customer escalations for large enterprise customers (primarily utility companies & investor-owned utilities).
- Act as the single point of contact during incidents — managing customer communication, hosting/leading calls, and tracking action items to closure.
- Collaborate with Engineering, Support, and Cloud Operations to resolve incidents involving APIs, Node.js services, web servers, load balancers, Cloudflare CDN, and other infrastructure components.
- Apply technical troubleshooting/programming background to accelerate resolution.
- Domain knowledge of utility messaging and extreme weather notifications is a strong plus.
Key Responsibilities:
Incident Management
- Serve as primary customer contact during critical incidents.
- Schedule and lead escalation calls, ensuring updates and agreed next steps are clear.
- Track and drive all action items to closure.
- Partner with Customer Success Managers (CSMs) to align escalation handling with account strategy.
Technical Oversight
- Oversee resolution of incidents involving APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infra.
- Translate technical issues into business impact for customers.
- Provide hands-on troubleshooting or code/configuration review if technically capable.
Cross-Functional Coordination
- Collaborate with Engineering, Support, and Cloud Ops to break down complex issues into actionable steps.
- Align on incident priorities, deadlines, and dependencies.
- Escalate internally when blockers threaten resolution timelines.
Communication & Reporting
- Send frequent, accurate status updates to customers and stakeholders.
- Keep leadership informed of status, risks, and mitigation.
- Document incident details, root cause, and resolution for post-incident reviews.
Post-Incident Activities
- Validate resolution with customer before closing.
- Conduct post-mortems to identify lessons learned and process improvements.
- Update internal playbooks and knowledge base.
Qualifications
Required:
- 5+ years in customer-facing roles in enterprise SaaS, technical support, or incident management.
- 8+ years of IT experience.
- Strong technical understanding of APIs, Node.js, servers, load balancers, Cloudflare CDN, cloud infra.
- Proven track record coordinating high-severity incidents across multiple teams.
- Exceptional communication skills for technical and executive audiences.
- Strong organizational skills; ability to manage multiple escalations under pressure.
- Flexibility to work across US Eastern/Pacific time zones.
Preferred:
- Background as a programmer or technical engineer.
- Experience with utility messaging & extreme weather notification systems.
- Knowledge of ITIL incident management practices.
- Familiarity with SaaS architecture, cloud hosting, distributed systems.
- Understanding of utility industry regulations & operations.