Remote SaaS Support Analyst I - Utilities

VertexOne; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision,

Health Savings Account (HSA)

401K match

Flexible PTO

Employee recognition platform

100% Remote work environment

Stipend for initial work from home

Professional development resources

Employee Assistance Program

Wellbeing programs

Parental leave

Referral program

Discount program

Job summary

VertexOne is seeking a Technical Support Analyst I to deliver expert technical support for the VXretail software used by Retail Energy Providers in deregulated energy markets. You will guide clients through product functionality, troubleshoot complex issues, and ensure a seamless post-sale experience.

You will work with Client Success Managers, Business Analysts, and senior teams to resolve issues, train clients, and maximize software value across time zones in a fully remote environment.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or related field, or equivalent experience.
• 2–4 years of experience in technical support, customer success, or a client‑facing technical role.
• Strong troubleshooting skills and familiarity with SaaS platforms, APIs, and web technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Customer‑first mindset with a strong commitment to service and issue resolution.

Responsibilities

• Act as a key point of contact for client inquiries, ensuring excellent customer service and timely responses.
• Receive, document, and manage client tickets submitted via phone, email, or Jira Customer Portal, ensuring accurate tracking and efficient resolution.
• Monitor and ensure ticket handling meets defined SLAs for response and resolution times.
• Troubleshoot and resolve issues related to customer enrollment, drops, switching, billing, transactions, and other VXretail software functions.
• Proactively monitor system logs, scheduled jobs, and transaction queues to identify and resolve issues before they affect clients.
• Escalate complex issues to Business Analysts or Development teams with clear documentation and ensure timely follow‑through.

Skills

SaaS platforms

APIs

Web technologies

Troubleshooting

Customer focus

Communication skills

Team collaboration

Education

Bachelor’s degree in Information Systems/Computer Science

Tools

Jira

Job description

VertexOne is seeking a Technical Support Analyst I to deliver expert technical support for the VXretail software used by Retail Energy Providers in deregulated energy markets. You will guide clients through product functionality, troubleshoot complex issues, and ensure a seamless post-sale experience.

You will work with Client Success Managers, Business Analysts, and senior teams to resolve issues, train clients, and maximize software value across time zones in a fully remote environment.