Customer Support Analyst

🕒 August 20

🇺🇸 United States – Remote

💵 $57.2k - $78k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GridUnity

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

⚡ Energy

☁️ SaaS

🔌 API

Energy • SaaS • API

GridUnity is a company that streamlines transmission and distribution interconnection in the energy sector, providing faster and more efficient energy project approvals. Their automated, data-driven solutions enhance transparency and collaboration for utilities, transmission providers, and developers, addressing the growing challenges of electricity demand and interconnection backlogs. With a focus on end-to-end interconnection life cycle management, GridUnity's SaaS platform supports all stakeholders by offering real-time insights and seamless integration with existing systems for modernized energy deployment.

📋 Description

• Own and manage assigned customer tickets from intake through resolution or escalation • Troubleshoot customer-reported issues directly and resolve issues independently where possible • Identify issues requiring escalation, determine the correct escalation path, and coordinate with Engineering or other internal teams • Communicate proactively about blockers, risks, and workload concerns • Translate vague customer enhancement requests into clear, specific acceptance criteria • Maintain accurate ticket status, notes, ownership, and next steps in the service management system • Produce reporting on ticket volume, trends, and performance • Monitor the queue and prioritize work based on customer impact and urgency

🎯 Requirements

• At least 2 years of hands-on experience working tickets in a formal service management system such as Jira Service Management, Zendesk, Freshdesk, ServiceNow, or similar • Track record of resolving customer issues independently, with clear judgment around when escalation is required • Strong, professional written and spoken communication • Direct, on-the-job experience working within agile processes, including kanban, backlogs, tickets/stories, and established agile ceremonies • Familiarity with development, testing, acceptance, and deployment processes • Comfort with ambiguity and shifting priorities • Ability to self-manage and prioritize the work queue and other demands of the position • Associate's or Bachelor's degree in a related field, or equivalent professional experience • Must qualify as a U.S. person: U.S. citizen, lawful permanent resident, asylee, or refugee • Must be legally authorized to work in the United States; GridUnity does not provide visa sponsorship

🏖️ Benefits

• Competitive compensation packages that recognize your expertise and contributions • Remote-first culture that provides flexibility and balance • Professional development opportunities, including training, mentorship, and career pathing • Comprehensive health, dental, and vision insurance starting day one • Short- and long-term disability and basic life insurance at no cost to you • 401(k) plan with a 4% match • Flexible PTO and a supportive work culture that values balance • Mission-driven work with the opportunity to make a significant impact in the energy sector • Bonus eligibility