As a Customer Support Specialist I, you'll provide first-level support to clients, troubleshoot technical issues, document solutions, and collaborate with team members to enhance customer experience.
The Company
2025 Deloitte Technology Fast 50 Canada Recipient 🏆
SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only cloud-native platform built specifically for modern utilities.
Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.
We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success—achieving 100% customer reference ability.
Backed by strategic investment from Norwest Venture Partners since 2023, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence.
Join our award-winning team in transforming an essential industry that powers communities across the Americas.
Position Overview
As a Customer Support Specialist I, you’ll be the first point of contact for clients needing help with SpryPoint’s applications. You’ll troubleshoot issues, document solutions, and work closely with both clients and internal teams to ensure a smooth support experience. If you're curious, tech-savvy, and enjoy problem-solving, this is a great opportunity to grow your skills. This role requires up to 50% travel.
Responsibilities
- Provide first-level support to clients via e-mail, client portal, and phone/zoom.
- Troubleshoot and resolve technical issues related to SpryPoint applications.
- When troubleshooting bugs, be able to identify the expected results and provide steps to replicate for the development team to research further. Must be resourceful in issue navigation and analysis.
- Document client interactions, issues, and resolutions in the support ticketing system.
- Escalate complex issues to senior team members when necessary.
- Collaborate with cross functional teams to improve support processes and product quality.
- Monitor system performance and proactively identify potential issues.
- Stay updated on product releases, changes, and best practices.
Technical Skills:
- Strong understanding of relational databases and SQL
- Strong understanding of Application Programming Interfaces (API) and the real world application
- Knowledge of Reporting & Business Intelligence platforms
- Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus
- Ability to research and troubleshoot software and technical issues
- Experience working with Help Desk, Ticketing, or CRM Software (FreshDesk, Jira)
- Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
- Mastery of office productivity suites such as Microsoft Office and Google Docs
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Experience in finance, accounting, or related fields is a plus.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) is a plus.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Customer service mindset with a proactive approach to issue resolution
- Experience with help desk or ticketing systems (e.g., Zendesk, Jira, Freshdesk).
- Exposure to SaaS applications and cloud-based technologies.
- Familiarity with ITIL processes and best practices.
Our Hiring Process!
We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here’s a peek into our hiring process for this position, so you know exactly what to expect:
👋 Stage 1: 30-minutes Recruiter Interview
We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have.
🧑💻 Stage 2: Take Home Assignment
The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We’re more interested in your problem-solving approach than perfection
👥 Stage 3: 1-hour Final Interview
If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We’re interested not just in your final solution, but also in your thought process and how you got there.
🚀 Stage 4: References/Offer
We'll check your references to confirm all the great things we've learned about you. If all goes well, we’ll be thrilled to extend an offer and welcome you to the team!
💫 Expect More From Your Career at SpryPoint
🚀 Work your way - Remote-first environment with flexible working hours across North America
💰 Competitive Total Rewards - Comprehensive compensation package that grows with you
💻 Complete Setup - MacBook + $500 to create your ideal home workspace
🏥 Total Wellness - Health, dental, vision, and life insurance from day one
🏝️ Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days
📈 Future Security - RRSP (Canada) and 401k (US) matching programs
🧠 Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program
🧳 Team Connection - Annual company events and team offsites that bring us together
Professional Identity Verification
To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures.
Equal Opportunity & Inclusion
SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.
Accommodations
Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.
Top Skills
Amazon Web Services
APIs
Freshdesk
Google Cloud Platform
Google Docs
JIRA
Azure
MS Office
Reporting & Business Intelligence Platforms
SQL
Similar Jobs
Artificial Intelligence • Information Technology
The Technical Customer Support Specialist provides exceptional support to B2B clients by diagnosing technical issues, managing documentation, and collaborating with internal teams to enhance product offerings.
Top Skills:
APIsBigQueryFirebaseFirestoreGCPGooglesqlJavaScriptNode.jsPythonReactSQL
Artificial Intelligence • Healthtech • Information Technology
The Customer Support Specialist will help shape customer service processes, train users on the platform, and ensure customer satisfaction. Responsibilities include troubleshooting, collecting feedback, and contributing to support resources.
Top Skills:
GuruJIRASlackZendesk
Software
The Customer Support Specialist II provides technical support for escalated customer issues, troubleshooting complex problems, documenting technical issues, and collaborating cross-functionally to enhance customer experience and product knowledge.
Top Skills:
Azure DevopsHlsHTMLIis Web ServerMicrosoft Sql ServerObsRtmpVmixWindows Server 2008-2016WirecastZendesk
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
