Technical Support Analyst for Deregulated Energy Markets

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company.

Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

Technical Support Analyst I, VXretail

Overview of Role/Job Purpose:

The Technical Support Analyst I focuses on providing assistance and support for VXretail CIS used by REPs operating in deregulated energy markets. The Technical Support Analyst ensures VXretail CIS operates effectively and addresses any issues from our clients. This position provides excellent experience for our clients by training, supporting, and resolving client issues in a timely manner. The Technical Support Analyst needs to provide expert-level troubleshooting and support for CIS solutions specifically tailored to manage customer data, billing, transactions, and more in deregulated energy markets.

Essential Job Duties:

• 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

Required Skills/Qualifications:

• 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

What VertexOne has to offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program