Application Support Specialist - Calgary,Alberta

Application Support Specialist – Power Market

Location: Calgary, Alberta

Company: Enverus

At Enverus, we empower the global quality of life by helping customers make energy affordable and accessible. We are a leading energy‑dedicated SaaS company with an AI‑powered platform reshaping how energy is consumed and managed. As an Application Support Specialist, you will ensure customers and internal teams receive exceptional support to maximize the value of our software.

• Provide front‑line support for software applications via email, phone, and video call within organization‑level agreements.
• Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalating when necessary.
• Maintain organized records of customer requests with accurate documentation.
• Ensure regular and predictable attendance for the designated shift, including rotating holiday support.
• Educate customers to help them gain value from our suite of products and drive high customer satisfaction.
• Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps.
• Provide timely updates to customers on unresolved issues.
• Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions.
• Gain a complete understanding of client requirements before providing solutions.
• Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments.
• Follow department and company processes and procedures.
• Maintain deep product and technical knowledge to ensure accurate, high‑quality support.
• Participate in cross‑training to broaden skills and improve collaboration and customer outcomes.
• Contribute to internal and external self‑help documentation.
• Support special assignments and projects in partnership with Senior Analysts and Managers.

• 2+ years of experience in application support roles or similar client‑facing positions
• Proficient in task and project management
• Understanding of Python, FTP, and API fundamentals
• Ability to work independently with a "Figure It Out" mindset
• General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred)
• Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred)
• Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred)
• Grafana and/or Databricks experience (preferred)
• Experience with Power Automate (preferred)
• Proficiency with Microsoft 365 Suite (preferred)
• Certifications such as ITIL, CompTIA+ (preferred)
• Bachelor’s degree (preferred)
• Strong interpersonal skills, including empathy, listening, curiosity, and friendliness.
• Self‑disciplined, resourceful, proactive, and productive.
• Takes initiative, works independently, and actively pursues learning and improvement.
• Applies critical thinking and technical skills to resolve conflicts.
• Proven ability to take action and efficiently achieve results.
• Anticipates follow‑up questions and concerns and addresses them proactively.
• Manages multiple customer inquiries effectively by focusing on one task while keeping track of others.
• Thrives in a collaborative team environment and contributes to group discussions.
• Demonstrates resilience through a positive approach to change and challenges.
• High level of self‑awareness and self‑regulation.
• Excellent written and verbal communication in English.

• Respond to email and web form inquiries—and recommend or join client calls as needed.
• Troubleshoot technical issues.
• Manage open cases.
• Review and update escalated issues.
• Collaborate with team members via chat rooms, emails, and phone calls.
• Help customers log in, general application navigation, and product training.
• Read product release updates.
• Support teammates by sharing knowledge and expertise.
• Assist with Tier 1 support tasks as needed by the business.

• Entry level

• Full‑time

• Information Technology

• Software Development