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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst I, VXretail - **Company:** VERTEXONE A LLC - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $60,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), JIRA, Software as a Service, Information Systems, Customer Data Management, Query Languages, SQL Databases, Systems Integration, Scripting, Information Technology, Web Technologies - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ff15c9f0a3d23e34 ## About the Role * Bachelor's degree in Information Systems, Computer Science, or a related field, or equivalent experience. * 2-4 years of experience in technical support, customer success, or a client-facing technical role. * Strong troubleshooting skills and familiarity with SaaS platforms, APIs, and web technologies. * Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. * Customer-first mindset with a strong commitment to service and issue resolution. * Extremely detail-oriented with strong problem-solving and troubleshooting abilities. * High-energy, self-motivated individual with the ability to collaborate in a team environment as well as work independently. Preferred Qualifications * Experience with scripting or query languages, such as read-only SQL. * Knowledge of APIs, integrations, and SaaS environments. * Experience in the deregulated energy market, especially Texas/ERCOT. * Familiarity with Electronic Data Interchange (EDI) transactions and file structures. * Exposure to Commercial & Industrial (C&I) energy operations and deregulated energy requirements. * Experience with VXretail, UtiliBill, or similar CIS systems. ## Description The Technical Support Analyst I is a customer-facing role within the Client Success team, responsible for delivering expert technical support for the VXretail software used by Retail Energy Providers (REPs) in deregulated energy markets. This individual serves as a trusted technical advisor, guiding clients through product functionality, troubleshooting complex issues, and ensuring a seamless post-sale experience. Working closely with Client Success Managers (CSMs), Business Analysts (BAs), the Senior Operations Manager, and Development/QA teams, the Technical Support Analyst ensures VXretail operates effectively and that client issues are resolved with accuracy, timeliness, and empathy. The role includes troubleshooting customer data, billing, transactions, enrollment, and related issues, as well as providing training and support to help clients maximize the value of the software. Essential Duties * Act as a key point of contact for client inquiries, ensuring excellent customer service and timely responses. * Receive, document, and manage client tickets submitted via phone, email, or Jira Customer Portal, ensuring accurate tracking and efficient resolution. * Monitor and ensure ticket handling meets defined SLAs for response and resolution times. * Troubleshoot and resolve issues related to customer enrollment, drops, switching, billing, transactions, and other VXretail software functions. * Proactively monitor system logs, scheduled jobs, and transaction queues to identify and resolve issues before they affect clients. * Respond to and resolve technical issues via email, chat, and video calls, ensuring professionalism and clarity. * Troubleshoot SaaS product functionality, configuration, and integration issues across multiple platforms. * Research and resolve inquiries using the Knowledge Base, troubleshooting skills, collaboration with team members, or by recreating issues in the software. * Escalate complex issues to Business Analysts or Development teams with clear documentation and ensure timely follow-through. * Escalate enhancement requests to the Client Success Manager for review and prioritization. * Notify the Client Success Manager and Senior Operations Manager of ticket priority, severity, or critical deadlines. * Report open tickets, trends, and resolutions to the Client Success Manager on a daily basis. * Maintain accurate records of all support interactions and ticket progress in the tracking system. * Contribute to internal knowledge bases and client-facing documentation. * Identify recurring issues and recommend product or process improvements. * Participate in onboarding and training sessions to support the technical aspects of new client implementations. * Stay informed on deregulated energy market rules and regulatory changes that impact VXretail software and client operations. * Adhere to company policies, guidelines, and procedures related to data protection, client confidentiality, and security. * Remain flexible to support clients across time zones and travel when required. * Perform other support duties and project tasks as assigned. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [JavaScript? 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