Technical Support Advisor

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, SpryEngage, SpryMobile, and SpryWallet 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.
Position Overview

As a Technical Support Advisor, you will play a critical role in ensuring the success of our clients. You will be responsible for providing technical guidance to our clients, leveraging your deep knowledge of SpryPoint applications. Your primary goal is to help customers maximize the value they receive from our products, drive adoption, and build strong, long-lasting relationships.

Responsibilities

• Serve as lead resource for clients as they are transitioned from implementation projects to active production workflows
• Work with the team to continuously improve documentation, support engagement, and client enablement
• Research and troubleshoot software and technical issues
• Contribute and improve on internal business processes for support-related client communication, queue management, prioritization, and assignment
• Nurture client relationships to ensure a high level of satisfaction
• Facilitate and architect solutions to client financial processes

Technical Skills:

• 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 (FreshDesk, 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

Required Qualifications:

• 1 - 2 years of experience in technical support, IT help desk, or a related field
• Experience in the utility industry is a plus
• Experience in finance, accounting, or related fields
• Strong troubleshooting skills with a logical and analytical approach
• Understanding of SaaS applications, cloud platforms, and web applications
• Excellent communication and customer service skills
• Experience supporting enterprise-level SaaS applications

Our Hiring Process

We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here's a peek into our hiring process for this position, so you know exactly what to expect:

Stage 1: 30-minutes Recruiter Interview
We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have.

Stage 2: Take Home Assignment
The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We're more interested in your problem-solving approach than perfection

Stage 3: 1-hour Final Interview
If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We're interested not just in your final solution, but also in your thought process and how you got there.

Stage 4: References/Offer
We'll check your references to confirm all the great things we've learned about you. If all goes well, we'll be thrilled to extend an offer and welcome you to the team

Expect More From Your Career at SpryPoint

Work your way
- Remote-first environment with flexible working hours across North America

Competitive Total Rewards
- Comprehensive compensation package that grows with you

Complete Setup
- MacBook + $500 to create your ideal home workspace

Total Wellness
- Health, dental, vision, and life insurance from day one

Recharge Time
- Generous PTO, Summer Friday half-days, and unlimited sick days

Future Security
- RRSP (Canada) and 401k (US) matching programs

Continuous Growth
- $2,500 annual development fund, tuition assistance, and Book Bounty program

Team Connection
- Annual company events and team offsites that bring us together

Professional Identity Verification
To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures.

Equal Opportunity & Inclusion
SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.

Accommodations
Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.