​VertexOne is seeking a Technical Support Analyst I for its VXretail product, a Customer Information System (CIS) used by Retail Energy Providers (REPs) in deregulated energy markets. This role is 100% remote and requires a strong background in the specific processes and billing methods of the energy retail sector.

• ​Location: United States (100% Remote).
• ​Experience: 2–4 years of experience in technical support or client-facing technical roles within the deregulated energy industry.
• ​Mandatory Knowledge: Strong working knowledge of multiple deregulated energy markets (ERCOT, PJM, NY, OH, etc.). Must have a strong understanding of all deregulated energy billing methods, including UBR, URR, SCB/MBR, and Dual Billing.
• ​Focus: Providing expert-level troubleshooting for the VXretail CIS, validating energy transactions (e.g., EDI files like 814, 810), supporting clients through implementation and production (hypercare), and using SQL/Kibana for data diagnosis.

​Essential Job Duties: Energy Transactions and Billing

​The analyst’s duties are highly specific to the energy retail market and the VXretail CIS platform.

• ​Market Expertise & Validation: Demonstrate strong working knowledge of electric and gas markets. Analyze and validate complex transactions (814, 810, 867, 820) to ensure accurate enrollments, billing, and payments.
• ​Client Support & Resolution: Act as a key point of contact for clients, managing tickets received via phone, email, or Jira Customer Portal. Communicate technical details and resolutions clearly, and offer best practice guidance for VXretail CIS utilization.
• ​Troubleshooting: Troubleshoot and resolve issues related to customer enrollment, switching, billing, and data transactions within the VXretail CIS.
• ​System Diagnostics: Monitor and investigate system processes and transaction logs using Kibana to proactively identify errors. Write and execute SQL queries to diagnose and resolve data discrepancies.
• ​Compliance & Escalation: Stay informed on market rules and regulatory changes. Escalate complex problems and enhancement requests to Business Analyst and development teams.

​Required Skills and Qualifications

• ​Industry Experience: 2–4 years in a client-facing technical role within the deregulated energy industry, with exposure to multiple markets.
• ​Billing and Market Knowledge: Strong understanding of billing methods (UBR, URR, SCB/MBR, Dual Billing) and specific deregulated markets.
• ​Technical Skills: Strong troubleshooting skills with SaaS platforms, APIs, and web technologies. Proficient in SQL, Jira, and Kibana. Skilled in system testing and validation techniques.
• ​Communication: Excellent verbal and written communication skills with a customer-first mindset.