Technical Support Analyst , VXretail

Posted Tuesday, August 25, 2026 at 6:00 AM | Expires Tuesday, September 29, 2026 at 5:59 AM

At Vertex One , helping utilities provide the best customer service experience is what we do. Vertex One is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, Vertex One helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward.

It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities , or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company.

Our employees' well-being—both physical and mental—is a top priority t's why we foster a 100% remote and flexible environment and encourage work-life balance.

Vertex One is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. Vertex One is dedicated to prioritizing the employee experience and creating an exceptional company culture.

The Technical Support Analyst I is a customer-facing role within the Client Success team, responsible for delivering expert technical support for the VXretail software used by Retail Energy Providers (REPs) in deregulated energy markets. This individual serves as a trusted technical advisor, guiding clients through product functionality, troubleshooting complex issues, and ensuring a seamless post-sale experience.

Working closely with Client Success Managers (CSMs), Business Analysts (BAs), the Senior Operations Manager, and Development/QA teams, the Technical Support Analyst ensures VXretail operates effectively and that client issues are resolved with accuracy, timeliness, and empathy. The role includes troubleshooting customer data, billing, transactions, enrollment, and related issues, as well as providing training and support to help clients maximize the value of the software.

• 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.
• Respond to and resolve technical issues via email, chat, and video calls, ensuring professionalism and clarity.
• Troubleshoot SaaS product functionality, configuration, and integration issues across multiple platforms.
• Research and resolve inquiries using the Knowledge Base, troubleshooting skills, collaboration with team members, or by recreating issues in the software.
• Escalate complex issues to Business Analysts or Development teams with clear documentation and ensure timely follow-through.
• Escalate enhancement requests to the Client Success Manager for review and prioritization.
• Notify the…