Customer Support Specialist II

Norwest Venture Partners; Enterprise (OR); Remote; USD 55,000 - 65,000; Full time

Job summary

A cloud-based enterprise software company is seeking a Technical Support Specialist II to provide expert guidance and troubleshooting for their applications. This role involves supporting clients, collaborating with internal teams, monitoring application performance, and ensuring smooth adoption. The ideal candidate has 1-2 years of experience in technical support and strong troubleshooting skills. They offer a competitive salary between $55,000 and $65,000 along with numerous benefits including remote work flexibility and wellness programs.

Benefits

Remote-first environment

Comprehensive compensation package

$2,500 annual development fund

Health, dental, vision, and life insurance

Generous PTO and Summer Fridays

Qualifications

• 1 - 2 years of experience in technical support or IT help desk.
• Understanding of SaaS applications and cloud platforms.
• Basic knowledge of APIs and SQL queries.

Responsibilities

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

Skills

Troubleshooting skills

Communication skills

Analytical approach

Tools

Zendesk

Jira

FreshDesk

Job description

SpryPoint builds amazing cloud-based enterprise software for electric, water, gas, and telecom utilities. We give utilities the tools they need to provide top-tier customer service while improving operational efficiency and enabling a world of cutting-edge capabilities. We make the world a better place for utility operators and customers all over North America.

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.

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.

We offer a competitive salary range of $55 - $65 a year.

Benefits

• Remote-first environment with flexible working hours across North America
• 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

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.