Job Overview
Location
Ontario
Job Type
Full-time
Category
Customer Support
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • Join SpryPoint, a rapidly scaling, award-winning software company recognized by Deloitte as a Fast 50 Canada and Fast 500 North America recipient, as a Customer Support Specialist II. We are at the forefront of modernizing the utility industry with our cutting-edge, cloud-native customer service and operations platform. Founded in 2011 by industry veterans, SpryPoint has evolved into a significant player with over 300 employees, serving 100 utility clients across North America and the Caribbean. Our mission is to empower utility leaders with superior technology solutions, addressing the critical need to replace outdated legacy systems and navigate increasing operational complexities and evolving customer expectations. With over a decade of proven success, we have established ourselves as a trusted, mission-critical partner, delivering comprehensive solutions like SpryCIS, SpryEngage, SpryMobile, and SpryWallet that streamline the entire meter-to-cash process.
- • As a Customer Support Specialist II, you will play a pivotal role in ensuring our clients maximize the value derived from SpryPoint's applications. Your primary responsibility will be to provide expert guidance, adeptly troubleshoot intricate technical issues, and champion the smooth adoption of our platform. This role demands a proactive and client-centric approach, fostering strong relationships and acting as a key liaison between our clients and internal SpryPoint teams.
- • You will be instrumental in diagnosing and resolving a wide array of client inquiries, ranging from functional usage questions to complex technical challenges. This involves deep diving into client environments, understanding their unique workflows, and applying your knowledge of SpryPoint's suite of products to deliver effective solutions. Your ability to clearly articulate technical information to both technical and non-technical audiences will be crucial.
- • Collaboration is key in this role. You will work closely with our Product, Engineering, and Account Management teams to identify recurring issues, provide feedback on product enhancements, and contribute to the continuous improvement of our software. By sharing best practices and insights gained from client interactions, you will directly influence the evolution of our products and elevate the overall customer experience.
- • This position requires a commitment to client success, going above and beyond to ensure client satisfaction and retention. You will be responsible for managing support tickets, prioritizing issues based on urgency and impact, and ensuring timely resolution within defined service level agreements (SLAs). Your proactive communication with clients throughout the support process will be vital in managing expectations and building trust.
- • A significant aspect of this role involves up to 50% travel across North America to client sites. This travel will provide opportunities for in-person client engagement, conducting training sessions, assisting with implementations, and building deeper relationships. You will represent SpryPoint professionally, embodying our core values of leading with kindness, vision with impact, radical honesty, bold disruption, keeping it simple, and executing with excellence.
- • We are backed by strategic investments from Norwest Venture Partners (since 2023) and Insight Partners (announced in 2026), fueling our accelerated growth. Join us in transforming an essential industry that powers communities across the Americas. This is an opportunity to grow your career within a dynamic, supportive, and innovative environment, contributing to a company that is making a real difference.
- • Key responsibilities include:
- • Providing Tier 2 technical support and troubleshooting for SpryPoint's software applications.
- • Responding to client inquiries via phone, email, and ticketing system in a timely and professional manner.
- • Diagnosing and resolving complex technical issues, including system errors, integration problems, and performance bottlenecks.
- • Documenting support interactions, resolutions, and client feedback in the CRM and knowledge base.
- • Collaborating with cross-functional teams (Product, Engineering, Sales, Account Management) to escalate issues, provide insights, and drive product improvements.
- • Developing and delivering training materials and sessions to clients to enhance their understanding and utilization of SpryPoint products.
- • Assisting with client onboarding and implementation processes as needed.
- • Identifying opportunities to proactively improve client workflows and system configurations.
- • Contributing to the development and maintenance of internal and external knowledge base articles.
- • Traveling up to 50% to client locations for on-site support, training, and relationship building.
- • Staying current with SpryPoint product updates, industry trends, and best practices in customer support.
- • Acting as a client advocate, ensuring their needs are met and their experience with SpryPoint is exceptional.
🎯 Requirements
- • Minimum of 2-3 years of experience in a technical customer support role, preferably within the SaaS or software industry.
- • Proven ability to troubleshoot and resolve complex technical issues related to software applications.
- • Excellent communication, interpersonal, and problem-solving skills, with the ability to explain technical concepts clearly to diverse audiences.
- • Experience with CRM systems and ticketing platforms (e.g., Salesforce, Zendesk).
- • 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 high-growth company.
- • Collaborative and supportive work environment with a focus on work-life balance.
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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