Technical Customer Support - 25472D Calgary,Alberta

Technical Customer Support – Energy Acuity – Calgary, Alberta

Join Energy Acuity as a Technical Customer Support Specialist and help our global customers maximize the value of our SaaS platform.

• Provide front‑line support via email, phone, and video call within organization‑level agreements.
• Troubleshoot UI and API issues, collaborate with users to resolve problems efficiently, and elevate when necessary.
• Maintain accurate, organized records of customer requests.
• Educate customers to gain value from our suite of products and drive high customer satisfaction.
• Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps.
• Investigate advanced technical issues and collaborate with team members to identify solutions.
• Support special assignments and projects in partnership with Senior Analysts and Managers.

• Respond to email and web form inquiries and recommend or join client calls as needed.
• Troubleshoot technical issues.
• Manage open cases and review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers log in, general application navigation, and product training.
• Read product release updates and support teammates by sharing knowledge and expertise.

• 2+ years of experience in application support or a similar client‑facing role.
• Proficient in task and project management.
• Understanding of Python, FTP, and API fundamentals.
• Ability to work independently with a “figure it out” mindset.
• Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
• Self‑disciplined, resourceful, proactive, and productive.
• Excellent written and verbal communication in English.
• Bachelor’s degree preferred.

• Experience in Power and Renewables (Solar, Wind, Utilities, Grid).
• Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (Jira, Confluence).
• Knowledge of the power and electric markets, including congestion and its drivers.
• Certifications such as ITIL, CompTIA+.