Customer Support Analyst
US$57,000 – US$78,000 / yr base salary
Posted 20 Aug 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 2+ yrs
- Management level
- Individual contributor
- Employment
- Remote
- Contract
- Full-time
| Base salary | US$57,000 – US$78,000 / yr |
|---|
Study levelAssociate degree or higher
WHO WE ARE
GridUnity is the industry leader in interconnection life cycle management, delivering cutting-edge software solutions that eliminate bottlenecks in the interconnection process and accelerate the transition to a more affordable, sustainable, and resilient energy future.
Our Mission
We unite all grid interconnection stakeholders on a single platform that converts centralized data into actionable intelligence and accelerates the transition to a reliable, sustainable, and cost-efficient electric grid.
GridUnity is a trusted partner to leading utilities, grid operators, and policymakers. Our technology solutions tackle the interconnection queue backlog by significantly reducing processing times. Whether cutting transmission interconnection timelines from years to months or enabling distribution applications to be processed within a day, we help accelerate energy projects at every scale.
Our Vision
Energizing the planet with a faster, smarter, and more sustainable grid.
We're hiring a Customer Support Analyst to be the primary point of contact for our customers — owning issues from first report through resolution, keeping customers informed, and knowing when and how to bring in the right internal team.
This role is built for an experienced customer support professional who is ready to step in and contribute from day one.
Day to Day responsibilities
-
Own and manage assigned customer tickets, from intake to resolution or escalation — including the judgment calls about which is which.
-
Troubleshoot customer-reported issues directly, with urgency, and resolve what you can without waiting on someone else.
-
Identify when an issue is beyond your ability to resolve, determine the correct escalation path, and coordinate with Engineering or other internal teams to drive it to resolution.
-
Communicate proactively: flag blockers, risks, or workload concerns before they become someone else's problem to discover.
-
Turn vague customer enhancement requests into clear, specific acceptance criteria.
-
Keep ticket status, notes, ownership, and next steps accurate and current in the service management system — at all times, not just when asked.
-
Produce reporting on ticket volume, trends, and performance to give the team visibility into where attention is needed.
-
Monitor your queue and prioritize based on customer impact and urgency, not just ticket order.