Technical Support Advisor II

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 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.

⚒️ Responsibilities

• 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.

💡 Technical Skills & Expertise:

• 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.

💫 Required Qualifications:

• 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 track record of using data previous ticket history and structured frameworks to make informed choices. You must be able to suggest workarounds and solve complex problems in unfamiliar systems.

• Communication: Excellent communication skills with the ability to explain and justify resolutions for client issues. You must be able to listen attentively to clients and maintain a calm tone when facing frustration.

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 - $2500 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.