Technical Customer Support Representative

Technical Customer Support Representative

Job Description:

Position Summary:

DTN is seeking a customer-focused, technically curious Technical Customer Support Specialist to provide front-line and advanced technical support for our Energy products, customer integrations, data delivery, and transaction-processing workflows.

In this role, you will take ownership of customer issues from initial intake through investigation, troubleshooting, escalation, testing, resolution, and customer confirmation. You will work with customer-specific configurations, file routing, automated reports, transaction processing, data formats, and FTP/SFTP delivery, using available support tools, system logs, test environments, and product knowledge to identify and resolve technical challenges.

You will collaborate closely with Customer Support, Operations, Development, Product Management, Implementation, Mapping, Account Management, customer IT teams, and third-party providers to deliver effective resolutions and clear, timely communication.

The ideal candidate is an independent problem solver who can work with incomplete information, manage competing priorities, protect sensitive customer data, accurately document technical findings, and translate complex technical information into understandable, customer-facing communication.

Department: Customer Support – Energy Employment Type: Full-Time Reports To: Customer Support Leadership

What You Will Be Responsible For:

Customer Support and Case Ownership

• Monitor and respond to customer requests received through phone, email, online chat, and assigned support case queues.
• Own technical support cases throughout the complete lifecycle, from initial intake and investigation through resolution, follow-up, and customer confirmation.
• Provide accurate, timely, professional, and customer-appropriate communication throughout the support process.
• Independently advance cases, coordinate appropriate resources, and confirm successful outcomes rather than simply routing customer requests.
• Manage multiple active support cases while prioritizing work based on customer needs, business impact, and operational urgency.
• Distinguish among product questions, customer configuration issues, software defects, implementation requests, and product enhancement requests, ensuring each is addressed or routed appropriately.

Technical Troubleshooting and Issue Resolution

• Investigate and troubleshoot issues involving DTN Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations.
• Use available support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve reported problems.
• Review and troubleshoot structured data and file-delivery workflows, including CSV, XML, EDI, FTP, and SFTP processes.
• Investigate customer-specific processing issues, data-format discrepancies, routing problems, and automated delivery failures.
• Work directly with customer technical teams and third-party providers to clarify technical requirements and troubleshoot system integration issues.
• Reproduce reported issues when possible, evaluate findings, and validate corrective actions before closing customer cases.
• Apply structured troubleshooting techniques and sound technical judgment when investigating incomplete or ambiguous information.

Customer Configuration and Data Integrity

• Perform authorized customer configuration changes involving data routing, recipients, report delivery, account settings, and customer-specific processing options.
• Validate configuration changes and resulting system outputs before case closure to reduce the risk of incorrect, incomplete, duplicated, or misrouted customer data.
• Exercise strong attention to detail when handling customer configurations, production-related changes, and business-sensitive information.
• Follow applicable security, privacy, confidentiality, and data-handling requirements when accessing customer information or making production-related changes.
• Apply appropriate change discipline and verification procedures to maintain data accuracy and operational reliability.

Incident Management and Cross-Functional Escalation

• Recognize potential production incidents and escalate issues appropriately based on severity, customer impact, and business risk.
• Provide timely customer updates during incidents and confirm service restoration before concluding the support process.
• Coordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and other internal teams to determine appropriate resolution and escalation paths.
• Prepare effective technical escalations that include supporting evidence, business impact, troubleshooting history, and a clearly defined requested action.
• Collaborate with customer IT teams, third-party integration providers, and internal technical resources to resolve complex issues.
• Demonstrate sound judgment when determining whether issues require additional technical expertise, operational intervention, or product-level investigation.

Documentation, Knowledge Sharing, and Continuous Improvement

• Accurately document customer interactions, technical investigations, troubleshooting steps, configuration changes, findings, and resolutions within the designated case-management system.
• Maintain clear and consistent case records that support follow-up, escalation, reporting, and knowledge sharing.
• Create and maintain troubleshooting documentation and share lessons learned from recurring or complex customer issues.
• Identify patterns in recurring support issues and recommend improvements to monitoring, documentation, technical tooling, and support processes.
• Contribute to the development of team knowledge and support capabilities through documentation, collaboration, and the sharing of technical insights.
• Continuously expand knowledge of DTN Energy products, technical integrations, data workflows, and customer business processes.

What You Will Bring to the Position:

• High school diploma or equivalent; additional education or relevant technical experience is valued.
• Experience in customer support, technical support, software support, or a related customer-facing position.
• Demonstrated ability to investigate technical or operational problems, organize incomplete information, and identify practical next steps.
• Strong written and verbal communication skills, including the ability to explain technical findings clearly to both technical and nontechnical audiences.
• Excellent organizational skills with the ability to manage multiple active cases, prioritize based on customer and business impact, and maintain accurate follow-up.
• Strong attention to detail when working with customer configurations, data routing, system outputs, and production-related changes.
• Ability to collaborate effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams.
• Ability to clearly and consistently document work, technical findings, customer interactions, and resolutions in a case-management system.
• Customer-focused judgment, professionalism, and a commitment to delivering timely, accurate, and effective support.
• Technical curiosity and the ability to apply structured troubleshooting methods to complex or unfamiliar problems.
• Demonstrated ownership, prioritization, accountability, and follow-through throughout the customer support lifecycle.
• Sound judgment regarding data accuracy, confidentiality, security, and production change management.
• Ability to make appropriate escalation decisions and communicate effectively with cross-functional stakeholders.
• Strong documentation, co