Customer Support Specialist II

SpryPoint; Nova Scotia; Remote; CAD 50,000 - 70,000; Full time

Job summary

A software solutions provider located in Nova Scotia is seeking a Technical Support Specialist II. The ideal candidate will provide expert guidance and troubleshooting for applications, collaborating with internal teams to enhance customer experiences. The role offers a remote-first environment with competitive benefits, including comprehensive health coverage and a flexible working model.

Benefits

Flexible working hours

Comprehensive compensation package

Annual development fund

Health, dental, and vision insurance

Qualifications

• 1 - 2 years of experience in technical support or a related field.
• Understanding of API, SQL queries, and system logs for troubleshooting.
• Experience supporting enterprise-level SaaS applications is a plus.

Responsibilities

• Provide first and second level support for SpryPoint applications.
• Diagnose and resolve complex issues related to integrations.
• Collaborate with development and product teams to report bugs.

Skills

Troubleshooting skills

Customer service skills

Understanding of SaaS applications

Experience with ticketing systems

Tools

Zendesk

Jira

FreshDesk

Job description

Overview

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. Our updates, not upgrades approach, user-centric design, and unwavering focus on customer success—achieving 100% customer reference ability—set us apart. Join us in transforming an essential industry that powers communities across the Americas.

Position Overview

As a Technical Support Specialist II, you\'ll help clients get the most out of SpryPoint\'s applications by providing expert guidance, troubleshooting complex issues, and ensuring smooth adoption. You\'ll collaborate with internal teams, share best practices, and build strong client relationships while helping improve our products and overall customer experience.

Responsibilities

• Provide first and second level support for SpryPoint applications, handling escalated issues.
• Diagnose and resolve more complex issues related to integrations, APIs, and system configurations.
• Collaborate with development and product teams to report bugs and suggest product improvements.
• Assist in creating and maintaining internal and external knowledge base articles.
• Guide and mentor entry-level Support Specialists, sharing best practices and troubleshooting techniques.
• Monitor application performance, identify trends, and proactively address recurring client issues.
• Work closely with all teams to ensure a seamless client experience.

Required Qualifications

• 1 - 2 years of experience in technical support, IT help desk, or a related field.
• Strong troubleshooting skills with a logical and analytical approach.
• Understanding of SaaS applications, cloud platforms, and web applications.
• Experience with ticketing systems (Zendesk, Jira, FreshDesk).
• Basic knowledge of APIs, SQL queries, and system logs for troubleshooting.
• Excellent communication and customer service skills.
• Experience supporting enterprise-level SaaS applications.
• Experience in finance, accounting, or related fields is a plus.

Work & Benefits

• 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.

Candidate Verification & Inclusion

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 & Accommodations

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.

Need accommodations during our interview process? Let us know and we\'ll work with you to provide the necessary support.