[Remote] Techncial Support Analyst

Note: The job is a remote job and is open to candidates in USA. VertexOne is focused on providing support for VXretail CIS in deregulated energy markets. The Technical Support Analyst is responsible for assisting clients with technical issues, ensuring effective operation of the CIS, and providing excellent customer service throughout the client lifecycle.

Responsibilities

• Demonstrate strong working knowledge of multiple deregulated electric and gas energy markets (ERCOT, PJM, NY, OH, etc.)
• Analyze and validate transactions (814, 810, 867, 820, etc.) to ensure accurate enrollments, drops, billing, payments, usage, and other related processes across all markets. Experience working with EDI file formats and transaction flows is a plus
• Must have strong working knowledge of deregulated energy billing methods, including UBR, URR, SCB/MBR, and Dual Billing, to accurately support client billing processes and issue resolution
• Act as a key point of contact for client inquiries, providing excellent customer service and ensuring prompt responses to issues
• Support both active production clients and new implementation clients through all stages of the client lifecycle, including onboarding, go-live, and post go-live (hypercare) periods
• Receive and understand the client’s issue or inquiry, whether it comes through phone, email, or Jira Customer Portal and manage tickets to ensure efficient tracking and resolution of client issues
• Communicate technical details in an understandable manner, offering best practice guidance for VXretail CIS utilization
• Communicate resolutions or escalations to the client in a clear and supportive manner and follow up with any open tickets that need client assistance
• Troubleshoot and resolve issues related to customer enrollment, switching, billing, transactions etc. in VXretail CIS
• Perform system testing and validation to verify client reported issues before submission for further analysis
• Escalate complex problems to Business Analyst and development teams when necessary and ensure timely resolution
• Monitor and investigate system processes and transaction logs using Kibana to proactively identify errors, trends, and potential issues impacting client operations
• Understands the basics of APIs and how they enable data exchange between systems; familiarity is a plus
• Leverage prior knowledge of Commercial & Industrial (C&I) clients when applicable; while not mandatory, familiarity with C&I operations is considered a strong asset
• Research and resolve inquiries by using Knowledge Base, enhanced troubleshooting skills, partnering with team members, or by recreating the issue in VXretail CIS
• If SQL knowledge: write and execute SQL queries to diagnose and resolve data discrepancies
• Stay informed on market rules and regulatory changes affecting VXretail CIS
• Partner with team members to determine if the inquiry is related to an enhancement or problem within the existing code
• Notify Client Success Manager and Operations Manager of the priority level of the ticket and if there is a critical due date
• Report open tickets and resolutions to the Client Success Manager on a daily basis
• Escalate enhancement requests to the Client Success Manager

Skills

• 2–4 years of experience in technical support, customer success, or a client-facing technical role within the deregulated energy industry, with exposure to multiple electric and gas markets (ERCOT, PJM, NY, OH, etc.)
• Strong troubleshooting skills and familiarity with SaaS platforms, APIs, and web technologies
• Knowledge of multiple deregulated electric and gas markets; Texas market experience is a plus
• Must have a strong understanding of all billing methods in deregulated energy markets, including UBR, URR, SCB/MBR, and Dual Billing
• Skilled in system testing and validation techniques to identify, replicate, and verify client-reported issues
• Experience with Customer Information Systems (CIS); VXretail (UtiliBill) experience is a plus
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences and customer-first mindset
• Extremely detail-oriented with strong problem-solving and troubleshooting abilities
• Strong client support skills with a demonstrated ability to effectively deal with escalated client concerns
• High energy, self-motivated individual with the ability to collaborate in a team environment as well as work independently
• Proficient in MS Excel, MS Word, Visio, SQL, Jira, Kibana
• Knowledge of Commercial and Industrial (C&I) is a plus
• Knowledge of Electronic Data Interchange (EDI) is a plus

Company Overview

• Integrated SaaS Solution for Utilities, including cloud Customer Information Systems (CIS) , Customer Engagement, Payments & Analytics It was founded in 1996, and is headquartered in Houston, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.vertexone.net.

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