2025 Deloitte era speedy 50 Canada Recipient 🏆
SpryPoint is revolutionizing how utilities serve their groups. As a excessive–growth software company, we are shaking up the reputation quo in the utility enterprise with the first and best cloud-local platform built particularly for contemporary utilities.
founded via industry veterans in 2012, we’ve grown from a profitable startup to a unexpectedly scaling enterprise of 285+ employees serving a hundred+ utility customers across North america and the Caribbean. Our challenge is easy: software leaders ought to expect extra from their technology companies.
We deliver complete answers consisting of SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-coins method. What units us apart? Our “updates, not enhancements” approach, consumer-centric design, and unwavering consciousness on patron fulfillment—reaching 100% consumer reference capability.
subsidized by using strategic investment from Norwest venture partners in view that 2023, we’re accelerating our increase while staying authentic to our middle values: lead with kindness, imaginative and prescient with effect, radical honesty, formidable disruption, keep it simple, and execute with excellence.
be part of our award-triumphing group in transforming an crucial industry that powers groups throughout the Americas.
function review
As a Technical aid consultant, you will play a vital position in ensuring the fulfillment of our customers with the aid of appearing as a senior technical resource. you will act as an escalation factor for Technical assist experts (Tier 1), assisting them in resolving complex challenges. you will be accountable for providing technical steerage, leveraging your deep information of our programs to troubleshoot problems, power adoption, and build strong, lengthy-lasting relationships.
⚒️ duties
Escalation & leadership: serve as the number one escalation factor for Technical support professionals, assisting to cast off roadblocks and troubleshoot advanced technical troubles. you may mentor junior crew members on decision-making strategies and managing complex consumer interactions.
superior Troubleshooting: explore logs (beyond simple interfaces) in extra element to apprehend particular problems and become aware of capacity code-degree problems. you will define workarounds when experiencing roadblocks and remedy issues inside service level Agreements (SLA).
system & Product possession: Act as a liaison between clients and product development for function requests and worm fixes, identifying troubles that require developer intervention. you will facilitate procedure reviews to pick out possibilities for efficiency and improvements in commercial enterprise techniques.
consumer fulfillment: Nurture customer relationships to make certain a excessive degree of pleasure and facilitate solutions for purchaser monetary techniques. you’ll have interaction in direct but expert discussions to clear up misunderstandings and control escalated conflicts.
Documentation & expertise: make a contribution to and enhance internal enterprise procedures, troubleshooting publications, and self-carrier articles.
💡 Technical skills & understanding:
Database talent: capability to put in writing superior square the use of JOINS and including filters in Metabase. You need to have a sturdy know-how of relational databases and the capacity to very own tickets associated with database connectivity.
API & Integration: strong know-how of software Programming Interfaces (API), together with 3rd celebration integrations and API method. You have to be capable of troubleshoot gadget–degree or API-related issues.
SaaS structure: expertise of present day deployment methodologies (AWS, Google Cloud, Azure) and not unusual SaaS protection concepts (OAuth, SSO, MFA, function–primarily based access manage).
Log analysis: ability to examine and interpret server logs to gain a broader understanding of suggested issues and explore them in element to diagnose specifics.
💫 Required qualifications:
software industry experience: proven revel in with utility billing practices, fee structures, and regulatory necessities is required for this function.
revel in: preceding experience in technical help, IT help desk, or a related field, ideally operating at a level wherein you made habitual choices independently inside a described scope.
Resourcefulness: A tune document of the usage of facts, previous price tag history, and based frameworks to make knowledgeable choices. You need to have the ability to signify workarounds and resolve complicated issues in surprising structures.
conversation: first-rate verbal exchange competencies with the ability to provide an explanation for and justify resolutions for purchaser problems. You should be capable of listen attentively to customers and hold a peaceful tone while dealing with frustration.
