Descripción
WHO WE ARE: Heimdall Power is a fast-growing Norwegian tech company, established in 2016. We have global ambitions and are already present in 17 European countries as well as the US and Asia. We provide solutions to optimize power grids worldwide, promoting a swift, secure and affordable green energy transition. Our unique offering combines software and sensors to increase grid capacity and monitor asset health. By enabling more efficient use of existing infrastructure we reduce carbon footprints while at the same time creating value for society, industry and our shareholders. THE POSITION: We are seeking a Technical Support Manager to build and lead Heimdall Power’s technical support organization. This role is critical in ensuring that our customers experience best-in-class operational support. The Technical Support Manager will be responsible for establishing and managing first-line support processes, monitoring system performance, managing escalations, and driving continuous improvements in customer support and technical operations. This role requires a hands-on, proactive leader with a strong technical background, a passion for operational excellence, and a dedication to delivering outstanding customer service. RESPONSIBILITIES: Building the Support Organization: Establish and grow Heimdall Power’s technical support team and processes. Improve support workflows, procedures, and best practices. Monitoring & First-Line Support: Oversee daily monitoring of customer installations and system performance. Provide and manage efficient first-line technical support. Reporting & Escalations: Implement structured reporting routines for incidents, performance metrics, and system health. Manage escalations by collaborating closely with engineering, and product teams. Process Improvement: Identify and implement improvements to support processes, tools, and systems. Drive initiatives to increase support efficiency and customer satisfaction. Cross-functional Collaboration: Work