Integration Specialist – Municipal Metering
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Job Description
Integration Specialist supporting Ferguson’s municipal Neptune metering systems and customer integrations. Troubleshooting AMI, gateways, APIs, billing connections, and support tickets remotely across California.
Responsibilities:
- Serve as a primary technical support resource for customers utilizing Neptune systems nationwide
- Troubleshoot and resolve customer issues through remote sessions, phone, and ticketing systems
- Proactively monitor and manage support tickets to ensure timely resolution and strong customer communication
- Document customer interactions, troubleshooting steps, and resolutions within the support system
- Collaborate with Support, Sales, and Project Management teams to address customer needs and escalate issues when necessary
- Assist with system integrations and support implementation efforts for municipal customers
- Support Neptune 360 integrations, APIs, import/export processes, and third-party system connections
- Troubleshoot AMI system and gateway issues, including communications, connectivity, configuration, and related system-level issues
- Assist with utility billing/CIS integration, file validation, data exchange, and related troubleshooting
- Deliver training to customers and internal teams on system operation and troubleshooting
- Assist with advanced troubleshooting across hardware, communications, software, and data to identify root cause and resolution
- Gain knowledge of Neptune systems, tools, and common support scenarios
- Shadow team members and progressively take ownership of support tickets
- Participate in the nationwide Support queue and demonstrate consistent ticket ownership
- Independently troubleshoot and resolve basic-to-intermediate customer issues
Requirements:
- Candidate must reside in California
- Experience in a customer service or technical support environment required
- Strong technical troubleshooting and problem-solving skills
- Ability to troubleshoot across hardware, communications, software, and data to identify root cause
- Experience with system integrations, APIs, web services, or software-to-software data exchange preferred
- Experience troubleshooting networked hardware, gateways, communications equipment, IoT/telemetry systems, or similar technology preferred
- Experience with utility billing processes, AMR/AMI systems, municipal water utilities, or related software preferred
- Experience reviewing data files, system logs, API responses, integration mappings, or similar technical information preferred
- Excellent verbal and written communication skills
- Strong organizational skills with the ability to manage multiple priorities and ticket volume
- Professional, patient, and effective in resolving complex issues
- Ability to develop and deliver presentations to groups
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, SharePoint, etc.)
- Experience with CRM or ticketing systems (e.g., Salesforce, Zoho Desk) preferred
- Willingness and ability to travel as needed
- Bachelor’s Degree preferred, but not required
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Life insurance
- 401(k) with a company match
- Mental health coverage
- Gender affirming benefits
- Family building benefits
- Paid parental leave
- Associate discounts
- Community involvement opportunities
- Bonus or Incentive Plan eligibility
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