Customer Support Specialist I (12-Month Contract)

Ontario - Canada

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

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 were 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 weve 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 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.

Backed by strategic investment from Norwest Venture Partners since 2023 and an exciting new investment partnership from Insight Partners announced in 2026 were 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 Customer Support Specialist I youll be the first point of contact for clients seeking assistance with SpryPoints applications. Youll troubleshoot issues document solutions and collaborate closely with both clients and internal teams to ensure a seamless support experience. If youre 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.

Responsibilities:

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 be able to identify the expected results and provide steps to replicate for the development team to research further. Must 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.

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.

Qualifications:

Bachelors 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 applications) is a plus.
Ability to work in a fast-paced environment and manage multiple tasks.
Customer service mindset with a proactive approach to issue resolution
Experience with help desk or ticketing systems (e.g. Zendesk Jira Freshdesk).
Exposure to SaaS applications and cloud-based technologies.
Familiarity with ITIL processes and best practices.

Our Hiring Process!

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

Stage 1: 30-minutes Recruiter Interview

Well 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. Were more interested in your problem-solving approach than perfection

Stage 3: 1-hour Final Interview

If the assignment goes well youll move on to the final interview. Youll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration so well discuss the assignment together. Were interested not just in your final solution but also in your thought process and how you got there.

Stage 4: References/Offer

Well check your references to confirm all the great things weve learned about you. If all goes well well 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 well work with you to provide the necessary support.

Required Experience:

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 were shaking up the status quo in the utility industry with the first and only truly cloud-native custom...