Job Overview
Location
USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • Join SpryPoint, a recognized leader in modernizing the utility industry, as a Customer Support Specialist I. We are a high-growth, award-winning software company, recently honored by Deloitte as a Technology Fast 50 Canada Recipient and a Fast 500 North America Recipient. SpryPoint is revolutionizing how utilities serve their communities with our purpose-built, cloud-native customer service and operations platform. Founded in 2011 by industry veterans, we have rapidly scaled to over 300 employees, serving 100 utility clients across North America and the Caribbean. Our mission is to empower utility leaders with technology that exceeds the limitations of inefficient legacy systems, addresses increasing operational complexity, and meets evolving customer expectations.
- • As a Customer Support Specialist I, you will be the primary point of contact for our valued clients, providing essential assistance and ensuring their success with SpryPoint's comprehensive suite of applications, including SpryCIS, SpryEngage, SpryMobile, and SpryWallet. These solutions are designed to modernize the entire meter-to-cash process for water, electric, and gas utilities.
- • Your role will involve expertly troubleshooting technical issues, meticulously documenting solutions, and fostering strong collaborative relationships with both our clients and our internal product, engineering, and account management teams. This collaborative approach is crucial to delivering a seamless and exceptional support experience that upholds our reputation as a trusted and mission-critical partner.
- • We are seeking individuals who are inherently curious, possess a strong aptitude for technology, and thrive on solving complex problems. This position offers an excellent opportunity to significantly develop your technical troubleshooting skills and enhance your customer-facing expertise within a dynamic and fast-paced SaaS environment.
- • Key responsibilities will include responding promptly and professionally to client inquiries via phone, email, and our ticketing system, diagnosing and resolving software-related issues, and escalating complex problems to appropriate internal teams when necessary. You will be instrumental in creating and maintaining a comprehensive knowledge base, contributing to articles, FAQs, and troubleshooting guides that empower our clients and support teams.
- • You will also play a vital role in gathering client feedback, identifying trends in support requests, and communicating these insights to our product and development teams to drive continuous improvement of our platform. Proactive engagement with clients to ensure they are leveraging SpryPoint's solutions to their fullest potential will be a key aspect of your success.
- • This role requires a commitment to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence. You will be an ambassador for SpryPoint, embodying our commitment to customer success and our 'updates, not upgrades' philosophy.
- • The position operates primarily within the Pacific Time Zone (PST) to effectively support our diverse client base across North America. A significant and exciting aspect of this role involves up to 50% travel across North America to engage directly with clients, understand their unique operational environments, and provide on-site support and training.
- • This is more than just a support role; it's an opportunity to be at the forefront of technological innovation in an essential industry. You will contribute directly to the success of utilities that power communities, making a tangible impact on daily life. If you are passionate about technology, dedicated to exceptional customer service, and eager to grow within a rapidly scaling, well-funded company backed by strategic investment from Norwest Venture Partners and Insight Partners, we encourage you to apply.
🎯 Requirements
- • Proven experience in a customer support or technical support role, preferably within a SaaS or software environment.
- • Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues effectively.
- • Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- • Familiarity with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- • Ability to work independently and as part of a team, manage multiple priorities, and meet deadlines.
- • Willingness and ability to travel up to 50% across North America.
🏖️ Benefits
- • Competitive salary and performance-based bonuses.
- • Comprehensive health, dental, and vision insurance plans.
- • Generous paid time off (PTO) and company holidays.
- • Opportunities for professional development and career advancement within a rapidly growing company.
- • Collaborative and supportive work environment with a focus on employee well-being and growth.
- • Exposure to cutting-edge cloud-native technology in the essential utility sector.
Skills & Technologies
Onsite
About SpryPoint Services Inc.
SpryPoint Services Inc. provides a new generation of customer service and operations software, empowering utilities to contend with the industry’s rapid pace of change. Their platform streamlines meter-to-cash processes, reducing friction from field operations to back-office tasks. Serving utilities across the Americas, SpryPoint offers solutions for water, sewer, electric, and gas sectors. The company's platform includes an omnichannel customer portal and integrated payment processing. SpryPoint's dedication to modernizing CIS systems is reflected in their recognition as a 2025 Deloitte Technology Fast 500™ company in North America, highlighting their growth and innovation.
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