Customer Support Specialist

The Company

2025 Deloitte Technology Fast 50 Canada Recipient & Fast 500 North America Recipient 🏆

SpryPoint is modernizing how utilities serve their communities. As a high‑growth software company, we are shaking up the status quo in the utility industry with the first and only truly cloud‑native customer service and operations platform purpose‑built for modern utilities.

Founded by industry veterans in 2011, we have grown from a profitable startup to a rapidly scaling company of 300+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.

Utilities face urgent demand to replace inefficient legacy systems while managing increasing operational complexity and evolving customer expectations. With more than a decade of experience and a track record of successful implementations spanning water, electric, and gas utilities, SpryPoint has built a reputation as a trusted and mission‑critical partner to utilities across North America.

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.

Backed by strategic investment from Norwest Venture Partners since 2023, and an exciting new investment partnership from Insight Partners announced in 2026, we are 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 Customer Support Specialist I, you’ll be the first point of contact for clients seeking assistance with SpryPoint’s applications. You’ll troubleshoot issues, document solutions, and collaborate closely with both clients and internal teams to ensure a seamless support experience. If you’re curious, tech‑savvy, and enjoy solving problems, this is a great opportunity to grow your technical and customer‑facing skills in a dynamic SaaS environment.

This role operates primarily in the Eastern Time Zone (EST) to support our client base and requires up to 50% travel across North America.

• Provide first‑level support to clients via e‑mail, client portal, and phone/Zoom.
• Troubleshoot and resolve technical issues related to SpryPoint applications.
• When troubleshooting bugs, identify the expected results and provide steps to replicate for the development team to research further; be resourceful in issue navigation and analysis.
• Document client interactions, issues, and resolutions in the support ticketing system.
• Escalate complex issues to senior team members when necessary.
• Collaborate with cross‑functional teams to improve support processes and product quality.
• Monitor system performance and proactively identify potential issues.
• Stay updated on product releases, changes, and best practices.

• Strong understanding of relational databases and SQL.
• Strong understanding of Application Programming Interfaces (API) and the real‑world application.
• Knowledge of Reporting & Business Intelligence platforms.
• Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus.
• Ability to research and troubleshoot software and technical issues.
• Experience working with Help Desk, Ticketing, or CRM software (Fresh Desk, Jira).
• Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure.
• Mastery of office productivity suites such as Microsoft Office and Google Docs.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Experience in finance, accounting, or related fields is a plus.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills.
• Basic knowledge of web technologies (HTML, APIs, SQL, or cloud‑based…