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Technical Support Advisor

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SpryPoint

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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
December 12, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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