Back to jobs

Senior Support & Market Data Specialist

Auckland, NZ

Senior Support and Market Data Specialist

 

Join the Market Leader in Electric Power Data and Analytics Solutions

The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the North American electrical grid every day. Our unique and innovative view of the data informs real-time trading decisions and mid-to-long-term investment decisions that keep utility prices low, support the energy transition, and keep the grid up and running. It’s both challenging work and work with a purpose.

 

Position Summary

The Senior Support and Market Data Specialist plays a critical, front-line role in ensuring that Yes Energy lives up to our brand promises: We promise prompt, friendly, and smart customer support and are committed to collaborative partnerships with our customers.

 

The position serves as the most technically focused member of the Customer Support Team, answering customer questions related to technical support and application usage. More than any other member of the Customer Support Team, the Senior Support and Market Data Specialist needs to understand how our products work “under the hood” to facilitate efficient troubleshooting and communication of issues and enhancement requests.

 

This position also plays a vital role in maintaining customer relationships, ensuring customer satisfaction, and helping customers optimize application usage. This role ensures interactions are properly documented and communicated to stakeholders within Yes Energy.

 

Position Details

  • Full-Time

  • Hybrid

  • Reports to: Customer Support Manager

  • Location: Auckland, NZ

  • Salary Range: $107,250 - $128,700 NZD

  • Please note: This position will help support our weekday Support coverage, working a schedule that includes Monday through Friday and participation in a weekend on call rotation. Occasional Holiday support may be required.  

Primary Responsibilities

  • Serve as a key member of Yes Energy’s Customer Support Team - providing exceptional customer service, answering questions, troubleshooting issues and providing technical support to internal and external customers.

  • Provide training and coaching to junior support personnel to help them develop technical and customer service skills.

  • Help customers understand optimal workflows to meet their needs.

  • Serve as a technical subject matter expert for products within the assigned product lines. 

  • Build skills working with Yes Energy software, including our API and SQL data products.

  • Develop skills in value-selling product features and benefits to customers through training and ongoing customer support.

  • Work directly with users to understand and resolve their application-related issues.

  • Work closely with development staff to facilitate communication about product issues and user experience.

  • Clearly and thoroughly documents customer issues for development staff.

  • Coordinate with the technical writer to create and maintain internal knowledge base documentation for the broader support team and facilitate knowledge sharing between internal subject matter experts and Tier 1 support staff.

  • Create, update, and close Client Relationship Management (CRM) inquiries/cases and other problem resolution tickets within designated timeframes.

  • Monitor and groom the CRM system to ensure our customers receive the best experience possible from our support team.

  • Work closely with the Yes Energy Customer Success team to communicate trends, customer risks, and opportunities.

  • Facilitate communication amongst the broader support team for known issues and new products and features.

  • Serve as Tier 2 support for more advanced technical data and product inquiries.

 

Minimum Qualifications

  • Minimum of 5 years experience in technical customer support, helpdesk, and technical sales roles.

  • Comfortable communicating solutions to customers across various communication mechanisms: IM, phone, email, formal presentations, etc.

  • Exceptional customer service with the ability to digest complex technical information and translate that back to customers concisely.

  • Ability to troubleshoot and resolve advanced technical support and application issues.

  • Proven ability to deliver effective customized training based on customer needs and use cases.

  • Leadership skills are necessary to set a standard of excellence and guide teams through change.

  • A mind for process improvement as opposed to making do with inefficiencies.

 

Preferred Qualifications

  • Energy industry experience or experience in equities/commodities trading.

  • Proficiency in SQL and Python and familiarity with APIs.

  • Data science and analysis experience. 

  • Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.). 

  • Experience with Yes Energy’s products will set you apart from other candidates.

 

About Yes Energy

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions.  Over 1,000 market participants use Yes Energy solutions daily.  The business is a leader in all aspects of information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers.  Yes Energy has a team of amazing professionals worldwide, including Boulder, CO (HQ); Boston, MA; Chicago, IL; Richmond, VA; Glendora, CA; Auckland, NZ; and London, UK.

Culture

At Yes Energy, we care about saying “Yes” to customers. We like to listen, learn, and develop solutions according to their needs. We think of customers as business partners, and when we help them be more successful, we are more successful, too.

 Around the office, our culture is driven by some pretty fundamental values that we’re proud of:

  • We love innovation and solving tough challenges;

  • We are “high standards people” who combine passion and pride with hard work and rewards of all kinds-- in an ethic that is consistent across the company;

  • We’re team-focused with a flat hierarchy-- we work in small teams on well-defined projects that directly impact the success of the business;

  • We play to the strengths and experience of each person while each of us also works along a continuum of roles adjacent to our focus area.  This presents the challenge of maintaining a broad set of skills as well as an opportunity to learn and contribute in many ways;

  • We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. Yes Energy encourages and funds investment in both formal and informal professional development.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

In accordance with Colorado law, the range provided is Yes Energy’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Yes Energy’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.