Integration Specialist – Municipal Metering

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the main technical support specialist for customers using Neptune systems across the country.

• Diagnose and resolve customer issues via remote sessions, phone calls, and ticketing platforms.

• Actively monitor and manage support tickets to ensure prompt resolution and effective communication with customers.

• Record customer interactions, troubleshooting processes, and solutions in the support system.

• Work together with Support, Sales, and Project Management teams to meet customer needs and escalate issues when necessary.

• Provide assistance with system integrations and support implementation initiatives for municipal clients.

• Support Neptune 360 integrations, APIs, import/export processes, and connections with third-party systems.

• Troubleshoot issues related to AMI systems and gateways, including communications, connectivity, configurations, and other system-level challenges.

• Aid with utility billing/CIS integration, file validation, data exchange, and associated troubleshooting.

• Conduct training sessions for customers and internal teams on system functionality and troubleshooting techniques.

• Help with advanced troubleshooting across hardware, communications, software, and data to determine root causes and resolutions.

• Acquire knowledge of Neptune systems, tools, and prevalent support scenarios.

• Shadow team members and gradually take ownership of support tickets.

• Engage in the nationwide Support queue and show consistent ownership of tickets.

• Independently diagnose and resolve basic to intermediate customer issues.

⛳️ Requirements

• Candidates must be residents of California.

• Previous experience in a customer service or technical support role is required.

• Strong technical troubleshooting and problem-solving abilities are essential.

• Capability to troubleshoot across hardware, communications, software, and data to identify root causes.

• Experience with system integrations, APIs, web services, or software-to-software data exchanges is preferred.

• Knowledge of troubleshooting networked hardware, gateways, communications equipment, IoT/telemetry systems, or similar technologies is preferred.

• Familiarity with utility billing processes, AMR/AMI systems, municipal water utilities, or related software is preferred.

• Experience in reviewing data files, system logs, API responses, integration mappings, or similar technical documentation is preferred.

• Excellent verbal and written communication skills are necessary.

• Strong organizational skills with the capability to manage multiple priorities and ticket volumes.

• Must be professional, patient, and effective in resolving complex issues.

• Ability to create and deliver presentations to groups.

• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, SharePoint, etc.) is required.

• Familiarity with CRM or ticketing systems (e.g., Salesforce, Zoho Desk) is preferred.

• Willingness and ability to travel as needed.

• A Bachelor's Degree is preferred but not mandatory.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Life insurance

• 401(k) with a company match

• Mental health coverage

• Gender affirming benefits

• Family building benefits

• Paid parental leave

• Associate discounts

• Community involvement opportunities

• Bonus or Incentive Plan eligibility