Technical Support Advisor - Canada

The Company 2025 Deloitte Technology Fast 50 Canada Recipient 🏆

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, Spry Engage, Spry Mobile, and Spry Wallet 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.

Join our award‑winning team in transforming an essential industry that powers communities across the Americas.

As a Technical Support Advisor, you will play a critical role in ensuring the success of our clients by acting as a senior technical resource. You will act as an escalation point for Technical Support Specialists (Tier 1), assisting them in resolving complex challenges. You will be responsible for providing technical guidance, leveraging your deep knowledge of our applications to troubleshoot issues, drive adoption and build strong, long‑lasting relationships.

• Escalation & Leadership:
  Serve as the primary escalation point for Technical Support Specialists, helping to remove roadblocks and troubleshoot advanced technical issues. You will mentor junior team members on decision‑making techniques and handling complex client interactions.
• Advanced Troubleshooting:
  Explore logs (beyond basic interfaces) in greater detail to understand specific issues and identify potential code‑level problems. You will define workarounds when experiencing roadblocks and resolve issues within Service Level Agreements (SLA).
• Process & Product Ownership:
  Act as a liaison between clients and product development for feature requests and bug fixes, identifying issues that require developer intervention. You will facilitate process reviews to identify opportunities for efficiency and improvements in business processes.
• Client Success:
  Nurture client relationships to ensure a high level of satisfaction and facilitate solutions for client financial processes. You will engage in direct but professional discussions to resolve misunderstandings and manage escalated conflicts.
• Documentation & Knowledge:
  Contribute to and improve internal business processes, troubleshooting guides and self‑service articles.

• Database Proficiency:
  Ability to write advanced SQL using JOINS and adding filters in Metabase. You must have a strong understanding of relational databases and the ability to own tickets related to database connectivity.
• API & Integration:
  Strong understanding of Application Programming Interfaces (API), including 3rd party integrations and API methodology. You should be able to troubleshoot system‑level or API‑related issues.
• SaaS Architecture:
  Understanding of modern deployment methodologies (AWS, Google Cloud, Azure) and common SaaS security principles (OAuth, SSO, MFA, role‑based access control).
• Log Analysis:
  Ability to read and interpret server logs to gain a broader understanding of reported issues and explore them in detail to diagnose specifics.

• Utility Industry
  
  Experience:
  
  Proven experience with utility billing practices, rate structures and regulatory requirements is required for this role.
• Experience:
  
  Previous experience in technical support, IT help desk or a related field, ideally operating at a level where you made routine decisions independently within a defined scope.
• Resourcefulness: A…